About Thomas Cook India
Thomas Cook (India) Ltd (TCIL) is a leading integrated travel and travel related financial services company in the country offering a broad spectrum of services that include Foreign Exchange, Corporate Travel, MICE, Leisure Travel, Insurance, Visa & Passport services and E-Business. The company set up its first office in India in 1881. Thomas Cook India operations are spread across 233 locations across the country, including 23 airport counters.
More than 7 years of relationship
Solution enabled Thomas Cook India to introduce new Processes like ‘Welcome Calling’, ‘Visa Calls’ and ‘Payment Calls’
Considerable reduction in Average Call Handling Time (AHT)
- Email Management System
- Call Centre Integrations
- Integration with Legacy systems to ensure data consistency
- Sales Portal for Branches all over India
- Lead Management
- SLAs and Escalation Management
- Live Agent Assistance
Challenges faced by MakeMyTrip
pan India Branch operations/
Implementation of the CRM at Thomas Cook began with the implementation at the Call Centres where all incoming calls and leads coming from Thomas Cook website were actioned. Subsequently the application was rolled out across various Lines of Business at Thomas Cook (PAN India — Across All Branches & GCP’s). As a part of the roll out to the various lines of business care was taken to ensure that the CRM application was integrated with the operational system used by the respective line of business to ensure that all historical transactions for a customer were recorded in the CRM application to provide a 360-degree view of the customer.
As the deployment of the CRM application grew across Thomas Cook; new processes were created and existing processes were optimized to achieve operational efficiency.