Heathrow Airport unified 14 websites and 45 back-end systems using Salesforce's Einstein One platform to serve 80 million annual passengers. The consolidation drove double-digit digital revenue growth and helped the airport climb from a poor ranking to top 10 globally.
Fifteenteen years ago, when I joined the.
Company, we actually had the reputation for.
Being one of the worst airports in the world. Now we're in the top 10. We had 14 front end websites, 45 back end systems. What you ended up with was a consumer facing service that was completely disjointed. We knew that through the use of trusted AI and better consumer data, we can actually give people a more personal journey. And that's why we brought on the Einstein One platform. Heathrow is the UK's biggest airport, one of the largest airports in the world. We would have around 80 million passengers coming through our airport in a year.
It's the world's busiest two Runway airport. We've got four operating terminals. We refer to it as a small city.
Heathrow is a customer service company and we work so hard to speak to customers, listen to their needs. Customers are really important for us at Heathrow. We are obsessed by them. If you look back several years ago, we hadn't moved into the digital space at the speed that consumers were. What we've been doing for the Last few years, five to 10 years, is how we make every journey better. And trusted AI is key in helping us deliver that.
The vision for our passenger experience at Heathrow was to create that seamless golden thread through initial engagement, through purchasing, through customer service and marketing. The real vision is to really understand the data that helps us then analyse what we have to really drive down to that key bit of personalisation.
You might be booking parking, you might be purchasing something from our retail offer, you might be buying something to eat. All of those run on different tech, but the passenger just wants to see one Heathrow seamless experience.
With the Einstein one platform, everyone is on the same page. Our employees work faster, smarter and are more productive. The quality comes through not just the volume of data, but the quality of data that you look at and how we interpret that and making sure that we can get that true personalisation or next best offer in the right way to the right people.
Real time data is key to nail that personalised journey. So I am in the airport and you know, I like to shop and I like coffee. Getting that customer at the centre of what we do and understanding what does great service look like to them. Having millions of customers on our database is of no value if we are not driving a conversion and making it rewarding for the customer. And one of the great successes we've had is an increase in average transaction value from our marketed customer database and also an increase in spend per visit.
From a digital revenue point of view, we're immediately seeing double digit growth. So it's a real success story.
We are really taking the Salesforce capability and letting it shine. In the context of Heathrow.
We're really excited about how the Einstein One platform can supercharge Heathrow with AI. With Salesforce, we know we can achieve our goal of being one of the best airports in the world.
