merit event - expanding e-business horizons
DESCRIPTION
Can your business really make money from your website? This question has occupied many business leaders in recent years. The problem is that, like any business decision, the issues need careful consideration before any investment is made. To assist business to formalise their eBusiness plans, and to demonstrate how the Internet can open the door to a global marketplace, we are holding this showcase event in which a number of local businesses will demonstrate how their organisations have profited from the development of a company website. The speakers at the event will include representatives from: • A car import company who have used the Internet to turn their business from a back bedroom operation to a multimillion pound concern; • The toy and hobby retailer who use their website to sell goods across the world; and • The ferry operator who have used their online presences to provide a comprehensive service offering to their customers. In addition to these real case study examples we have also invited Lloyds TSB to explain how online payment functionality can be added to a website. The speakers at this event will not be talking about the theory involved nor will they be offering a magic panacea which can be applied to all business cases. The event will, however, provide you with an opportunity to generate ideas and learn from organisations that have practical experience of using the Internet to expand their customer base and increase their profitability. To supplement this event the North West Development Agency ¡V has agreed to present details of the Northwest Broadband Fund. This programme is providing funding to support projects that will lead to increased use of broadband based connections within the region.TRANSCRIPT
•A brief history
•Key elements of the site
•Plans for the future
www.irishferries.com
A Brief HistoryFirst Ferry Company in the world offering real-time ONLINE
bookings
Bookings 1998 - 400 bookings 1999 - 1,200 bookings 2000 - 13,000 bookings 2001 - 27,000 bookings 2002? - 50,000 bookingsCurrent weekly volumes are 25% of motorist business
Site pages 1998 - 50 pages 2002 - 1,000+ pages
Key elements of the site The Shopping (Browsing) Experience
Comprehensive, easy to access information and images on
Routes, Ports, Services and the Facilities Available including 360 degree images of the
Main Passenger areas of the Ships, and the Cabin Accommodation
FAQs – frequently asked questions
Key elements of the site The Booking experience
- Timetables, Fares, Special Offers- Best Fares available on-line 24-hours a day- Customer in control of the Booking Process- All of the customers securely stored on their Account- e-mail address and password secures the information - Air Miles and discounts- Real-time sailing update
Key Elements of the site Our Customer Service
All e-mails are automatically acknowledged, and an average response time of 20 minutes weekday, 2 hours in the evening, and same day at weekends is in place
We provide Phone support Weekdays 08.30am-9pm, Saturday 9am-4pm, Sunday 10am-2pm
24 hour sailing Information SMS messaging to Mobile phone for Disrupted Sailings
Key Elements of the siteCustomer Feedback
Each page on the site invites the customer to comment. Since Feb. 2001, 5000 site feedback forms have been
submitted. Every customer who completes a booking is separately
encouraged to give feedback on the booking experience. Since Feb 2001, 14,000 booking feedback forms have been
submitted. Customer Feedback has been the backbone of the ongoing
development of www.irishferries.com.
Plans for The Future
If I tell you, I Will have to Shoot you
