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.

Highlights

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)

Modules Used

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 Thomas Cook

Lack of 360 degree customer view

No visibility of
pan India Branch operations/
performance

High AHT in Call Centres

Siloed information with separate channels of communication

No check on case duplicity and redundancy

Customer feedback not actionable

Virtuos Approach

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.