Software AG Case Studies Flexible Systems Boost P&O Ferries’ Business Resilience

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	Flexible Systems Boost P&O Ferries’ Business Resilience Software AG

Flexible Systems Boost P&O Ferries’ Business Resilience

Software AG

Technology Category	Application Infrastructure & Middleware - API Integration & Management Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries	Transportation
Applicable Functions	Logistics & Transportation
Use Cases	Supply Chain Visibility Fleet Management
Services	System Integration Software Design & Engineering Services
Challenge	P&O Ferries, a leading ferry company in the UK, operates in a highly competitive market where consistent quality of service is crucial. The company's strategic pillars include smart growth, competitiveness, and customer-centricity. However, changing regulations, such as the EU Sulphur Directive, significantly impact P&O Ferries’ overall costs and squeeze operating margins. The company was looking for ways to increase business agility and resilience, reduce dependency on legacy IT systems, and realize new revenue opportunities. On the retail side, P&O Ferries wanted to diversify its offers to accommodate continental European customers’ tastes and provide more value-added services. On the freight side, the company needed to cater to the needs of its customers who operate in a very price-sensitive market and require real-time data exchange and support for digital business services. Read More
About Customer	P&O Ferries Holdings Limited (P&O Ferries) is a division of Dubai World and the leading ferry company in the UK. The company provides award-winning services that link the UK with France, Belgium, the Netherlands, and Ireland. P&O Ferries carries close to 9 million passengers every year, along with 2 million freight and 1.7 million tourist vehicles. The company's heritage dates back 175 years, and it is a Top 10 most recognized travel brand in the UK today. P&O Ferries employs more than 4,000 people and differentiates itself by the quality of service it provides. Read More
Solution	P&O Ferries implemented the webMethods Integration Platform and engaged Software AG consulting to mentor and guide the team. The software enabled the company to handle online freight notifications more efficiently, providing better service to its freight customers. On the retail side, the company used the platform to increase the visibility of value-added services on its e-commerce platform on SAP Hybris. The platform also facilitated the implementation of the passport exit checks project, which required the company to scan and send all passport data to the Home Office border agency without delay. The webMethods platform provided the flexibility to make radical changes if needed, add new functionalities without increasing legacy dependencies, and migrate core systems stepwise to prevent customer disruptions. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Transportation

Applicable Functions

Logistics & Transportation

Use Cases

Supply Chain Visibility

Fleet Management

Services

System Integration

Software Design & Engineering Services

Challenge

P&O Ferries, a leading ferry company in the UK, operates in a highly competitive market where consistent quality of service is crucial. The company's strategic pillars include smart growth, competitiveness, and customer-centricity. However, changing regulations, such as the EU Sulphur Directive, significantly impact P&O Ferries’ overall costs and squeeze operating margins. The company was looking for ways to increase business agility and resilience, reduce dependency on legacy IT systems, and realize new revenue opportunities. On the retail side, P&O Ferries wanted to diversify its offers to accommodate continental European customers’ tastes and provide more value-added services. On the freight side, the company needed to cater to the needs of its customers who operate in a very price-sensitive market and require real-time data exchange and support for digital business services.

About Customer

P&O Ferries Holdings Limited (P&O Ferries) is a division of Dubai World and the leading ferry company in the UK. The company provides award-winning services that link the UK with France, Belgium, the Netherlands, and Ireland. P&O Ferries carries close to 9 million passengers every year, along with 2 million freight and 1.7 million tourist vehicles. The company's heritage dates back 175 years, and it is a Top 10 most recognized travel brand in the UK today. P&O Ferries employs more than 4,000 people and differentiates itself by the quality of service it provides.

Solution

P&O Ferries implemented the webMethods Integration Platform and engaged Software AG consulting to mentor and guide the team. The software enabled the company to handle online freight notifications more efficiently, providing better service to its freight customers. On the retail side, the company used the platform to increase the visibility of value-added services on its e-commerce platform on SAP Hybris. The platform also facilitated the implementation of the passport exit checks project, which required the company to scan and send all passport data to the Home Office border agency without delay. The webMethods platform provided the flexibility to make radical changes if needed, add new functionalities without increasing legacy dependencies, and migrate core systems stepwise to prevent customer disruptions.

Impact #1	The first webMethods service handles online freight notifications for one port. The software that managed this B2B service before was down several times a day, with the result that freight notifications were often lost in transit. Now P&O Ferries’ freight customers receive far better service—and port staff can focus on their job, instead of fielding complaints.
Impact #2	On the retail side, increasing visibility of valued-added services is a main driver for P&O Ferries’ e-commerce platform on SAP Hybris. A key achievement is the growth in both revenue and customer conversion rates.
Impact #3	The emphasis on the IT team’s growth and skill development, along with their enthusiasm and ownership of the new technology has paid dividends.

Impact #1

The first webMethods service handles online freight notifications for one port. The software that managed this B2B service before was down several times a day, with the result that freight notifications were often lost in transit. Now P&O Ferries’ freight customers receive far better service—and port staff can focus on their job, instead of fielding complaints.

Impact #2

On the retail side, increasing visibility of valued-added services is a main driver for P&O Ferries’ e-commerce platform on SAP Hybris. A key achievement is the growth in both revenue and customer conversion rates.

Impact #3

The emphasis on the IT team’s growth and skill development, along with their enthusiasm and ownership of the new technology has paid dividends.

Benefit #1	Growth in customer interactions from 125,000 to more than 1 million monthly
Benefit #2	Significant increase in e-commerce revenue and customer conversions

Benefit #1

Growth in customer interactions from 125,000 to more than 1 million monthly

Benefit #2

Significant increase in e-commerce revenue and customer conversions

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Overview

Flexible Systems Boost P&O Ferries’ Business Resilience

Operational Impact

Quantitative Benefit