Worth £500m to the client, the team was involved in its successful bid to retain the right to operate a multi-vessel ferry operation in the UK. We can’t underestimate the value of this service to provide lifeline routes, as well as deliver its core tourism trade during peak months, again our focus was to improve its proposition across the board, building on the success of our client’s performance in the previous contract.
Rethinking retail and marketing, including Smart ticketing integration, enhancing its already excellent customer service, and onboard offer, were just some of the areas within our remit. Again stakeholder engagement was key, as well as building the right insight-led approach to operations for the next contract.
Highlights for us included an ‘interesting’ crossing overnight in heavy seas in February!
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