THE THOMAS COOK GROUP “IT & Call Centers for Improved Customer Service”. MIKE HUGHES SENIOR VICE-PRESIDENT OPERATIONS & CHIEF INFORMATION OFFICER 26th January 1999. The Thomas Cook Group Ltd - a leading travel and financial services group. Established over 150 years ago
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“IT & Call Centers for Improved Customer Service”
SENIOR VICE-PRESIDENT OPERATIONS
& CHIEF INFORMATION OFFICER
26th January 1999
‘85-’95 CAGR (%)
‘95-’00 CAGR (%)
E. Asia and
Serving needs of travellers expected to be a growth marketTravel Abroad Is Growing Rapidly To All Regions
… plus market research identified major traveller needs not presently being met…
Travellers require a contemporary global solution to all their needs while away from home
ORDERService needs away from home
Emergency - medical and legal assistance - language assistance
Lost and stolen items: help, advice and arrangements to rectify the problem - credit cards, cash, travellers cheques - luggage, personal items - passports, tickets
Convenience, comfort, reliability - ability to change travel plans / finances, when they need it, where they need it
One-stop travel information, advice and booking - air, rail, sea, hotel and car hire
- pre-trip eg visa, local events etc - in-trip eg, booking restaurant, tours
- Difficult to access
- Language difficulties - a major problem - No single point of contact - Who do they turn to for help?
A comprehensive, multi-lingual,
one-stop, global traveller service,
24 hours, 365 days a year
We are now able to realise & share the substantial intellectual collateral of information & knowledge we have developed & have access to, by harnessing technology & telephony
Wherever you are in the world,
no matter what time of day or night, in your language, from one phone call,
Thomas Cook Global Services will offer immediate assistance and action to solve any traveller need
A unique combination of Emergency, Travel, Financial and Special Services, World-wide
‘One call does it all’ - designed to keep a vacation or business trip going
Network overview Special Services, World-wide
Breakdown by ownership
Breakdown by service activity
~1,600 cities and towns
~3,000 service points
TC owned locations ~1,300
Network licenses(1) ~1,300
Franchise associates(2) ~400
Retail travel shops ~1,700
Full service locations ~600
(travel and FX together)
FX bureaux and implants ~500
Total ~3,000THOMAS COOK HAVE A SUBSTANTIAL GLOBAL FOOTPRINT TO PROVIDE A TRULY GLOBAL SOLUTION
In total we have over 100,000 service points including our
external partners (e.g. MoneyGram) all seamlessly connected to
our call centre/global hub through our technology & telephony
Note: (1) Includes AAA partnership
(2) Includes Marlin and CAA travel in Canada
So wherever the traveller is... Special Services, World-wide
...Thomas Cook Global Services can fulfil locally.
System Platform Special Services, World-wide
WE HAVE INVESTED HEAVILY IN OUR FOUR KEY ASSETS, AND WE WILL CONTINUE TO INVEST
TRAINING AND DEVELOPMENT IS AN ONGOING PROCESS Special Services, World-wide
SERVICE DELIVERY &
Focus is on service delivery & cultural empathy supported by ongoing product & systems training & competency testing
UK & Special Services, World-wideIRELAND
An English person in Paris has her wallet stolen. It contained her debit and credit cards and airline tickets.
She called TCGS to report the loss. Whilst handling the loss TCGS also mentioned several supplementary services which helped her to overcome the in-convenience.
TCGS made a new airline reservation and re-issued new tickets to be collected by her at the airport. TCGS also reserved an airport hotel for her overnight stay.
The customer reported the loss to the local police. The reporting process was very lengthy so she missed the last flight from Paris to Birmingham.
Scenario 2 Special Services, World-wide
The father contacts TCGS to wire the money to his son in Prague. This will be sent to the nearest service point in the Thomas Cook Global Footprint. The father also enquires as to the nearest dentist & whether a car can be hired for his son.
An American student is at the beginning of a tour in Europe when he loses the crown from a tooth.
TCGS arranges for the money to be transferred from the father’s credit card to the son in Prague. TCGS also identifies an English speaking dentist, and arranges for both the funds and the dentist’s contact details to be delivered to the son in his hotel, where there is a hire car waiting too.
He does not have the funds to
pay for remedial work so he contacts his
father in the US, who agrees to wire the
Product 1 Special Services, World-wide
EFT/POSTHE CUSTOMER EXPERIENCE...
Customers gain access to a wide range of products and services which we have through GDS, bespoke database connections, internal databases etc. Customer access is potentially via any touch point, though our focus in year one has been the telephone.
Finance Special Services, World-wide
Enterprise Business Centre
ProductDevelopmentThe Enterprise Business Centre
Information includes: flight schedules, car hire & hotel rates, medical/legal databases, climate, visa/health, safety/war risk, concierge services etc
Single point of contact for any business transaction
Our training & development means that customers receive ‘value add focused’ & not ‘process-led’ service , supported by world class technology & information, which -
Representatives are provided with the most complete, accurate and up-to-date information, they then use their own knowledge of the customer’s language, country and culture to pass on the information and assist the customer
Company A Special Services, World-wide
Common Interface & Business Logic
EFT/POSConsumer Business Integration
The Global Services Call Centre covers almost 30 languages Special Services, World-wide
Others include Norwegian, Korean, Malay, Punjabi, Gujarati, Hindi and Bengali
GLOBAL SERVICES IS A TRULY GLOBAL AND COMPREHENSIVE
SOLUTION THAT ADDS CONSIDERABLE VALUE...
We create tailored customer focused solutions
to add value to our partners’ propositions
Corporate Programme Special Services, World-wide
Out of Hours Service/
Global Services Call
Button on TelephonesMarketing OpportunitiesDifferent Options can be adopted based on Customer Segmentation
GLOBAL SERVICES CORPORATE
Value Added Services -
Calling Card/Credit Card
The Platinum Card
Upsell travel and
The Gold Card
The Silver Card
Upsell other selected services
IN SUMMARY... Special Services, World-wide