Case Studies Thomas Cook empowers resort reps with MATS®

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	Thomas Cook empowers resort reps with MATS®

Thomas Cook empowers resort reps with MATS®

Technology Category	Functional Applications - Enterprise Resource Planning Systems (ERP) Functional Applications - Remote Monitoring & Control Systems
Services	Software Design & Engineering Services System Integration
Challenge	With around 23 million customers traveling with Thomas Cook every year, it’s inevitable that some will have issues while on holiday. Addressing these quickly in resort is a sure recipe for improved customer experience. Regrettably, that was something Thomas Cook was finding hard to achieve. Resort reps were insufficiently empowered, and communications and IT capabilities were lacking, meaning that a high proportion of customers returned home with outstanding issues that had to be escalated. Such escalations, communication gaps and the difficulty compiling evidence to support compensation payments, led to significant delays, cost increases and poor customer experience. Read More
About Customer	Thomas Cook is a leading global travel company that serves around 23 million customers annually. The company offers a wide range of travel services, including holiday packages, flights, and hotel bookings. With a strong presence in the travel industry, Thomas Cook aims to provide exceptional customer experiences. However, the company faced challenges in resolving customer issues promptly, particularly when customers were on holiday. This led to a need for a more efficient system to empower resort representatives and improve overall customer satisfaction. Read More
Solution	To avoid lengthy internal IT delays, Thomas Cook’s lean team wanted a “business configurable” workflow system with which to streamline the complaints management process. They selected MATS due to its ease of use, flexibility and strong support for communications and mobile deployment. They only had two months to rollout a “test & learn” pilot to prove the solution during the off-season. So speed was a top priority. The goal was to empower reps to resolve issues in resort much more quickly. That was the key to improving customer experience. Read More Log in to view content
Contents

Technology Category

Functional Applications - Enterprise Resource Planning Systems (ERP)

Functional Applications - Remote Monitoring & Control Systems

Services

Software Design & Engineering Services

System Integration

Challenge

With around 23 million customers traveling with Thomas Cook every year, it’s inevitable that some will have issues while on holiday. Addressing these quickly in resort is a sure recipe for improved customer experience. Regrettably, that was something Thomas Cook was finding hard to achieve. Resort reps were insufficiently empowered, and communications and IT capabilities were lacking, meaning that a high proportion of customers returned home with outstanding issues that had to be escalated. Such escalations, communication gaps and the difficulty compiling evidence to support compensation payments, led to significant delays, cost increases and poor customer experience.

About Customer

Thomas Cook is a leading global travel company that serves around 23 million customers annually. The company offers a wide range of travel services, including holiday packages, flights, and hotel bookings. With a strong presence in the travel industry, Thomas Cook aims to provide exceptional customer experiences. However, the company faced challenges in resolving customer issues promptly, particularly when customers were on holiday. This led to a need for a more efficient system to empower resort representatives and improve overall customer satisfaction.

Solution

To avoid lengthy internal IT delays, Thomas Cook’s lean team wanted a “business configurable” workflow system with which to streamline the complaints management process. They selected MATS due to its ease of use, flexibility and strong support for communications and mobile deployment. They only had two months to rollout a “test & learn” pilot to prove the solution during the off-season. So speed was a top priority. The goal was to empower reps to resolve issues in resort much more quickly. That was the key to improving customer experience.

Impact #1	After just eight weeks, using one developer, Thomas Cook was ready to deploy a pilot-solution with colleagues in Lanzarote and customer relations. Enhancement suggestions were then implemented on the fly during a 90-day “test and learn” phase.
Impact #2	The system has now been deployed to over 90 resorts and the whole of the customer relations team, empowering up to 800 resort reps using tablets to log and resolve issues, and if appropriate, compensate customers.
Impact #3	The new process is much faster for customers and more efficient for the company.

Impact #1

After just eight weeks, using one developer, Thomas Cook was ready to deploy a pilot-solution with colleagues in Lanzarote and customer relations. Enhancement suggestions were then implemented on the fly during a 90-day “test and learn” phase.

Impact #2

The system has now been deployed to over 90 resorts and the whole of the customer relations team, empowering up to 800 resort reps using tablets to log and resolve issues, and if appropriate, compensate customers.

Impact #3

The new process is much faster for customers and more efficient for the company.

Benefit #1	Customer issues can now be resolved in just 20 minutes.
Benefit #2	800 resort reps connected to central customer relations team.

Benefit #1

Customer issues can now be resolved in just 20 minutes.

Benefit #2

800 resort reps connected to central customer relations team.

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Overview

Thomas Cook empowers resort reps with MATS®

Operational Impact

Quantitative Benefit