Thomas Cook empowers resort reps with MATS®
公司规模
1,000+
地区
- Europe
国家
- United Kingdom
产品
- MATS
技术栈
- Mobile Deployment
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 功能应用 - 企业资源规划系统 (ERP)
- 功能应用 - 远程监控系统
服务
- 软件设计与工程服务
- 系统集成
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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