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

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

15. 15

16. 16

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19. IMPROVE YOUR
WEB EXPERIENCE

20. EASY TO USE
WIDESPREAD USE

21. 21
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..or ‘Ash Cloud’ for short

22. MULITLINGUAL LAUNCH

23. 23

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25. TOGETHER IN CODE
FREE IN CONTENT

26. EnterpriseiCM

27. THE WEB HAS
GONE MOBILE

29. EnterpriseiCM

31. A CAUTIONARY TALE…

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
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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
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46. 46
Need some mobile screen shots

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Need some mobile screen shots

48. ALWAYS BE THERE TO HELP

49. INCREASE ORDERS AND
CUSTOMER SATISFACTION

52. SUCCESS GROWS CONFIDENCE

53. CONFIDENCE
MEANS
REPEAT BOOKINGS

55. CUSTOMER MANAGEMENT
DELIVERING THE RIGHT EXPERIENCE

56. Need some mobile screen shots

57. Always be there to help!

59. EASY, FLEXIBLE
ONLINE FORMS

61. USE METRICS
AND
MANAGE CONTENT
TO
REACT QUICKLY

62. Our route to ChannelShift
Percentageofbookings

63. Our route to ChannelShift
Percentageofbookings

64. HOLIDAY PRODUCTS
THE EVOLUTION
FROM A
BROCHURE MINDSET

65. Intgrated Content Marketing

66. Intgrated Content Marketing

67. Confidence comes with success

68. SEARCH THAT WORKS

69. POWERFUL SEARCH
BREAK THE BROCHURE MIND SET

74. CONTENT STRATEGY
DESTINATION MARKETING

76. Need some mobile screen shots

80. ENRICH THE PRODUCT
TO GUARANTEE THE SALE

81. Destination marketing
big value add

82. 82
Destination marketing
big value add

83. Need some mobile screen shots

84. Destination marketing
big value add

85. CONTENT INTEGRATION
+
POWERFUL SEARCH
=
CONTENT MARKETING

86. WHAT NEXT?

90. Our route to ChannelShift
Percentageofbookings

91. VISIT STAND
E7045
www.gossinteractive.com

92. THANK YOU
ANY QUESTIONS?

93. VISIT STAND
E7045
www.gossinteractive.com