Pitney Bowes Group 1 Software

Thomas Cook AG Optimizes Customer Communications with CCM Solution

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Thomas Cook AG, the international tourism expert, sought a suitable solution for coordinated Customer Communication Management (CCM) that satisfied the company’s top four priorities. These priorities consisted of:

  • Accessing customer information from various data sources
  • Provisioning customer information via various corporate applications
  • Formatting and generating uniform documents for more efficient production and distribution across diverse channels
  • Archiving and retrieving customer information centrally and quickly to provide high quality customer service

The Challenge

Know Your Customer

Thomas Cook AG needed a management system that allowed agents to access customer information gleaned from diverse data sources across various corporate applications.

Help Your Customer

Uniform documents and formatting was the key to Thomas Cook AG’s initiative to better serve its client base by more efficiently producing and distributing documents, especially through cross-channel communications.

Satisfy Your Customer

To achieve superior customer service and satisfaction, Thomas Cook AG needed to quickly retrieve customer information from a central location.

The Solution

You Can Judge a Book

Through the implementation of Group 1’s e2 CCM solution, Thomas Cook delivers personalized travel booklets to its tourism customers. This allows customers, who book a trip with Thomas Cook AG’s German office, to receive a travel booklet personalized for their trip. These booklets include address labels, trip itineraries, destination information, rail/airline vouchers, entry requirements, hotel vouchers, and applicable notes and contacts.

Going Global

Following its introduction in Germany, Thomas Cook AG has plans to roll out the new service in Belgium, France, the Netherlands, Austria, Poland, Hungary, and the Czech Republic.

The Benefit

Satisfaction Guaranteed

The e2 CCM solution enabled Thomas Cook to transition their customer document format to personalized booklet, boosting their competitiveness by combining customer documents in a single, modern, easy–to–handle, delivered to the customer booklet. This consolidated customer booklet, containing all relevant customer information such as ticket, itinerary, lodging, and voucher information, provides an extremely helpful, all-inclusive tool to the customer, elevating the level of customer satisfaction.

The Right Message

Group 1’s end–to–end CCM solutions provide a complete suite of tools for delivering the right message to the right customer at the right time.

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