London Gatwick: Unifying Salesforce Clouds to Drive Passenger Experience and Revenue
Challenge
London Gatwick faced a fragmented multi-partner landscape that hindered the value of their Salesforce ecosystem. Despite significant investment, they struggled with inefficient digital passenger experiences and sought to boost revenue and volume. The airport required a proactive strategic partner to stabilise existing platforms, modernise a dated codebase, and create a cohesive roadmap for future innovation.
Solution
Gatwick selected Astound Digital to unify their Salesforce Commerce, Marketing, and Service Clouds. Astound stabilised the platform while implementing a 3-year enhancement roadmap that included "Best Match" parking recommendations and improved cart upsells. Moving to an Agile Scrum methodology, the team established a cadence of monthly releases to ensure a seamless digital journey.
Results
- Achieved a seamless transition to a unified Salesforce ecosystem on time and on budget.
- Delivered an innovation roadmap to establish where other opportunities could be unlocked and developed to further add benefit to their digital investment.
- Established a monthly release cadence to deliver regular digital improvements.
- Transitioned Gatwick internally to an Agile Scrum product management methodology.
- Enhanced the end-to-end digital passenger experience.
- Implemented "Best Match" parking and upsells to drive measurable revenue growth.
