Eurostar

Needs

Eurostar asked ReImagine to help with several connected challenges:

• Bring Eurostar and Thalys together under one digital identity and one customer experience.

• Move dozens of critical systems, including Oracle E-Business Suite for finance, payroll, procurement and HR, out of an expiring data centre and into the cloud within six months.

• Replace ageing web and mobile channels with a modern booking platform, integrated payments and full multilingual support, while improving accessibility.

• Build scalable technology to support the goal of 30 million passengers a year by 2030.

Solution

ReImagine supported Eurostar's Project Delta transformation, delivering:

• Cloud Migration:
  We migrated nearly 30 databases and dozens of applications, including the mission-critical Oracle E-Business Suite for finance, payroll, procurement and HR, from an expiring data centre to AWS in five months, ahead of schedule and on budget.

• Web and Mobile Platforms:
  We built Eurostar's web and mobile platforms on Drupal and SAP Hybris, with one booking journey across all markets and languages, integrated payment gateways, customer profiles and multilingual content delivery.

• SEO and Accessibility:
  We optimised more than 1,200 URLs for search and ran over 5,000 accessibility test sessions, including sessions with visually impaired staff, before launch.

• Change Management:
  We supported training and digital enablement for station and on-board teams, so staff could deliver the new customer experience from day one.

Achievements

• Cloud migration completed one month early, saving £3 million in capital expenditure over five years.

• System and service availability increased, with rapid deployment of new apps and features.

• Oracle EBS performance improved, eliminating user complaints and enabling faster financial and HR operations.

• Website conversion rate increased from 4.6% to 5.0%; Customer Effort Score improved from 80 to 83.

• Mobile app downloads and online sales rose significantly after the launch of the new digital platforms.

• Accessibility and inclusivity enhanced across digital and physical journeys.

Benefits

• Agility & Scalability:
  Eurostar can now scale digital services quickly and respond to market changes.

• Customer Experience:
  A seamless, accessible and personalised booking journey for millions of passengers across web and mobile.

• Operational Efficiency:
  Lower costs, faster finance and HR operations, and streamlined internal processes on AWS.

• Resilience & Security:
  24/7 availability for critical systems, with modern cloud security replacing an ageing data centre.

• Future-Readiness:
  A cloud and commerce foundation ready for Eurostar's growth plans and new digital services.

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