Brittany Ferries and GOSS - Sailing the digital sea to deliver £7m of online savings

•

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Brittany Ferries have moved from 5% of bookings online to 85% of bookings online and have saved over £7m in the process. This presentation covers the digital portfolio that GOSS have used to help Brittany Ferries become a highly successful online business including web, mobile, commerce, search and customer service. More info http://bit.ly/ZBO9V2

Tecnologia Negócios

Sailing the digital sea to
deliver £7m of online savings

Our route to ChannelShift
Percentageofbookings

21
EyjafjallajökullEyjafjallajökullEyjafjallajökullEyjafjallajökull is pronounced “ay uh fyat luh yoe kuutl”
..or ‘Ash Cloud’ for short

CENTRALISED FUNCTIONS
ENABLED BY A
FLEXIBLE POWERFUL ARCHITECTURE

Channel Shift CostsChannel Shift CostsChannel Shift CostsChannel Shift Costs
Source: Society of IT Managers 2013

39
BRITTANY FERRIES SAVES
£7 MILLION BY MOVING
BOOKINGS ONLINE

LISTENING TO THE CUSTOMER
IMPROVING 1 PIXEL AT A TIME

Study it
Stakeholder workshops
Focus groups
Depth Interviews
Task analysis
Demographics
Study it
Stakeholder workshops
Focus groups
Depth Interviews
Task analysis
Demographics
Study it
Stakeholder workshops
Focus groups
Depth Interviews
Task analysis
Demographics
Understand it
Scenarios of use
Persona development
Affinity diagrams
Paper Prototyping
Wireframe development
Understand it
Scenarios of use
Persona development
Affinity diagrams
Paper Prototyping
Wireframe development
Understand it
Scenarios of use
Persona development
Affinity diagrams
Paper Prototyping
Wireframe development
Review it
Usage analysis
A/B multivariate testing
Goals and Funnels
Satisfaction surveys
Review it
Usage analysis
A/B multivariate testing
Goals and Funnels
Satisfaction surveys
Review it
Usage analysis
A/B multivariate testing
Goals and Funnels
Satisfaction surveys
Implement it
Design guidelines
Heuristic evaluation
User testing
Analytics design
Build and Deploy
Implement it
Design guidelines
Heuristic evaluation
User testing
Analytics design
Build and Deploy
Implement it
Design guidelines
Heuristic evaluation
User testing
Analytics design
Build and Deploy
User Centred
Design
User Centred
Design
User Centred
Design

INCREASE ORDERS AND
CUSTOMER SATISFACTION

CUSTOMER MANAGEMENT
DELIVERING THE RIGHT EXPERIENCE

USE METRICS
AND
MANAGE CONTENT
TO
REACT QUICKLY

HOLIDAY PRODUCTS
THE EVOLUTION
FROM A
BROCHURE MINDSET

POWERFUL SEARCH
BREAK THE BROCHURE MIND SET

ENRICH THE PRODUCT
TO GUARANTEE THE SALE

CONTENT INTEGRATION
+
POWERFUL SEARCH
=
CONTENT MARKETING

VISIT STAND
E7045
www.gossinteractive.com

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Brittany Ferries and GOSS - Sailing the digital sea to deliver £7m of online savings

1. Sailing the digital sea to deliver £7m of online savings

2. ROBERT MCCARTHY CEO

3. Sailing the digital sea to deliver £7m of online savings

4. MATT RANDLE INTERNET SERVICES MANAGER

5. 5

6. 0%

7. Our route to ChannelShift Percentageofbookings

8. Our route to ChannelShift Percentageofbookings

9. Our route to ChannelShift Percentageofbookings

10. THE SIMPLE BROCHURE SITE

11. 11

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14.

15. 15

16. 16

17. 17

18.

19. IMPROVE YOUR WEB EXPERIENCE

20. EASY TO USE WIDESPREAD USE

21. 21 EyjafjallajökullEyjafjallajökullEyjafjallajökullEyjafjallajökull is pronounced “ay uh fyat luh yoe kuutl” ..or ‘Ash Cloud’ for short

22. MULITLINGUAL LAUNCH

23. 23

24. 24

25. TOGETHER IN CODE FREE IN CONTENT

26. EnterpriseiCM

27. THE WEB HAS GONE MOBILE

28.

29. EnterpriseiCM

30.

31. A CAUTIONARY TALE…

32.

33. Need some mobile screen shots

34. CENTRALISED FUNCTIONS ENABLED BY A FLEXIBLE POWERFUL ARCHITECTURE

35. Our route to ChannelShift Percentageofbookings

36. Our route to ChannelShift Percentageofbookings

37. INCREASE ONLINE SALES

38. Channel Shift CostsChannel Shift CostsChannel Shift CostsChannel Shift Costs Source: Society of IT Managers 2013

39. 39 BRITTANY FERRIES SAVES £7 MILLION BY MOVING BOOKINGS ONLINE

40. 40 Need some mobile screen shots

41. CONVERT MORE, SELL MORE 41

42. LISTENING TO THE CUSTOMER IMPROVING 1 PIXEL AT A TIME

43. Study it Stakeholder workshops Focus groups Depth Interviews Task analysis Demographics Study it Stakeholder workshops Focus groups Depth Interviews Task analysis Demographics Study it Stakeholder workshops Focus groups Depth Interviews Task analysis Demographics Understand it Scenarios of use Persona development Affinity diagrams Paper Prototyping Wireframe development Understand it Scenarios of use Persona development Affinity diagrams Paper Prototyping Wireframe development Understand it Scenarios of use Persona development Affinity diagrams Paper Prototyping Wireframe development Review it Usage analysis A/B multivariate testing Goals and Funnels Satisfaction surveys Review it Usage analysis A/B multivariate testing Goals and Funnels Satisfaction surveys Review it Usage analysis A/B multivariate testing Goals and Funnels Satisfaction surveys Implement it Design guidelines Heuristic evaluation User testing Analytics design Build and Deploy Implement it Design guidelines Heuristic evaluation User testing Analytics design Build and Deploy Implement it Design guidelines Heuristic evaluation User testing Analytics design Build and Deploy User Centred Design User Centred Design User Centred Design

44. INSIGHT AT YOUR FINGERTIPS 44

45. 45 Need some mobile screen shots

46. 46 Need some mobile screen shots

47. 47 Need some mobile screen shots

48. ALWAYS BE THERE TO HELP

49. INCREASE ORDERS AND CUSTOMER SATISFACTION

50.

51.

52. SUCCESS GROWS CONFIDENCE

53. CONFIDENCE MEANS REPEAT BOOKINGS

54.

55. CUSTOMER MANAGEMENT DELIVERING THE RIGHT EXPERIENCE