TUI UK & Ireland, which owns the holiday brands First Choice and Thomson, has implemented a system from Pegasystems that joins up customer data from the time of booking to post-travel.
The customer engagement platform, called Connect, allows TUI to see the same data on customers through online, call centre and in-store bookings.
Having the data at their fingertips will allow staff give customers a more personalised service, recognising and rewarding loyal customers more effectively. For example, they will be able to quickly and efficiently identify key personal information such as birthdays, anniversaries and favourite destinations.
“TUI strives to put the customer at the heart of everything it does and this new system will make it much easier to do so,” said Fraser Ellacott, customer operations director for TUI UK&I.
“By connecting our front line staff both here and overseas we’ll be able to offer our customers a much more personalised service that’s tailored to what they want from their holidays. It will also help us share even more information across the business so we can answer anything our customers want to know at the touch of a button.”
TUI will be connecting a range of databases to the Pegasystems platform via data management software from TIBCO. These include its customer database - its customer data management (CDM) system, document management system (DMS), which manages inbound and outbound correspondence, and a marketing database, which is not yet live.
The data that will be fed into the system will be from the CDM and DMS for retrieving documents for customers.
The customers’ records are created at the time they book a holiday, which means that customers do not need to register an account for TUI to capture the necessary information.
TUI said it will monitor the success of the system across TUI UK & Ireland before making any further decisions about rolling it out to the rest of the global business.
Connect is being implemented as part of TUI’s digital transformation programme, TUInnovate. Other initiatives under this programme include the introduction of free wifi this summer across some of its hotels and a re-launch of TUI’s Thomson and First Choice websites, which feature “intuitive” search and “instant customisation”.
TUI is rolling out the system over the next nine months. It said it will monitor the success of the system across TUI UK & Ireland before making any further decisions about rolling it out to the rest of the global business.
TUI did not reveal the exact cost of the project, but said it was a “multi-million pound” system.
In an interview with ComputerworldUK earlier this year, TUI UK&I’s parent company’s CIO, Mittu Sridhara highlighted the importance of being “connected” in more ways than one at the business, and of putting customers at the heart of the business and technology strategy to provide customers with a “seamless” and “connected” experience.