Replaced incumbent solution to improve D forecasting and resource management Extended employee self-service for agent D availability, shift preferences and holiday requests Improved real-time flexibility D to adapt agents’ schedules to meet fluctuating demand GMT Corporation, a leader in contact centre workforce management, has announced that Eurostar, the high- speed passenger rail service linking the UK and the Continent, has chosen to replace its existing scheduling software with GMT Planet™. This implementation will provide Eurostar with improved forecasting and resource management to match variable in-bound call demand. It will also empower team managers with visibility to business and performance goals to support scheduling decisions and provide agent holiday and shift request self-service for the first time. The rapid implementation will support Eurostar’s goal of achieving and maintaining maximum productivity from its contact centre operation. 1.7 million travellers used Eurostar during the first quarter of 2006, with sales up 7% on the same period last year, reaching £125 million. Eurostar’s UK contact centre based in Ashford, Kent, processes all UK consumer and agent telephone bookings, supports all online reservations and administrates Eurostar’s Frequent Traveller programme with a full-time workforce of over 200 agents. Its previous scheduling software lacked the real-time flexibility to adapt agents’ schedules to meet fluctuating demands during each working day. Previously, the operations team resorted to using large numbers of complex spreadsheets to work around the limitations of the former system. These were time- consuming to maintain and due to the volume of data, prevented the immediate access to valuable management information and key performance indicators such as agent adherence. Faced with an expensive upgrade option to address these issues, Eurostar re-examined the market for alternative solutions and selected GMT Planet™ to increase forecasting accuracy and agent flexibility for less cost than the planned upgrade. Solution “GMT Planet™ was very easy to use, yet offered the sophisticated functionality we wanted to establish for our agents, team managers and the business as a whole,” says Paul I’Anson, Deputy Head of Contact Centre, Eurostar. He continues, “GMT UK has been fantastic both as advisors whilst we were scoping the project and in their ability to support a rapid implementation.” Eurostar has eliminated spreadsheets and the associated administration, and is delighted with GMT Planet’s forecasting accuracy and reporting. In addition, agents will shortly be able to use the Employee Time Centre to amend their availability and exchange shifts with one another. Paul I’Anson continues, “We wanted a workforce optimisation system to be more than a data entry tool. We know that GMT Planet’s forecasting, reporting and analytical features will help us validate our strengths and identify ways for us to improve performance, whilst supporting our culture of flexibility and empowerment.” Eurostar Results © 2009 GMT Corp. All Rights Reserved. GMT Customer Case Study ™