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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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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 l.jpg
The Thomas Cook Group Ltd- a leading travel and financial services group

  • Established over 150 years ago

  • Serving 20 million customers

  • 3,000 offices, a global footprint of 110,000 service points in 160 countries

  • Provides financial services to 4,500 financial institutions

  • Gross sales in 1997 £20 billion


Travel abroad is growing rapidly to all regions l.jpg

Arrivals (m)

700

600

Key

‘85-’95 CAGR (%)

‘95-’00 CAGR (%)

500

4.9

7.1

12.0

9.5

1.7

3.8

3.4

6.2

8.8

8.0

5.4

9.3

Europe

400

Americas

E. Asia and

300

Pacific

Africa

200

Middle East

South Asia

100

6.2

5.0

Total

0

1985

1990

1995

2000

Source: WTO

Forecast

Serving needs of travellers expected to be a growth market

Travel Abroad Is Growing Rapidly To All Regions


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Rationale behind the creation of the Global Services business

  • Strategic review in 1996 identified a number of challenges for Group…

    • Impact of EMU in 2002

    • Plastic card substitution affecting travellers cheques growth

      … plus market research identified major traveller needs not presently being met…

    • 60% of consumers expressed concern “something may go wrong”

    • Over 50% of consumers experienced “difficulties” whilst away from home

    • Considerable dissatisfaction in getting help to “sort out” problems

Travellers require a contemporary global solution to all their needs while away from home


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1

INCREASING

2

PRIORITY

3

4

ORDER

Service 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?


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Thomas Cook Global Services

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


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Our Mission Statement

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


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A unique combination of Emergency, Travel, Financial and Special Services, World-wide

  • Emergency

  • Emergency cash and bill payment

  • Medical and legal referrals

  • Advice and assistance for lost travel documents and passports

  • Lost and stolen card reporting

  • Card replacement

  • Card registration

  • Emergency translation

  • Travel

  • Air and hotel information and reservations

  • Car hire information and reservations

  • Rail and sea information and reservations

  • Travel and health advice

  • Financial

  • Money transfers

  • Money access points

  • Home or hotel delivery of travellers cheques and FX

  • Currency advice

  • Travel insurance

  • Special Services

  • Translation and interpretation services

  • Global directory enquiries

  • Global telephony

  • Global messaging

  • Courier services

  • Card and document registration

  • Gift delivery service

‘One call does it all’ - designed to keep a vacation or business trip going


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Network overview Special Services, World-wide

Breakdown by ownership

Breakdown by service activity

~100 countries

~1,600 cities and towns

~3,000 service points

TC owned locations ~1,300

Network licenses(1) ~1,300

Franchise associates(2) ~400

Total ~3,000

Retail travel shops ~1,700

Full service locations ~600

(travel and FX together)

FX bureaux and implants ~500

Others ~200

Total ~3,000

THOMAS 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


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So wherever the traveller is... Special Services, World-wide

...Thomas Cook Global Services can fulfil locally.


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System Platform Special Services, World-wide

People

Physical

Environment

Cultural

Environment

  • State of the art

  • Geographic information core

  • Flexible & efficient

  • Interactive

  • Multi-functional & scaleable

  • A window on the world

  • Professional

  • Multi-lingual

  • Multi-skilled

  • Service focused

  • Intelligent & vibrant

  • Uniform image

  • Team-focused

  • International perspective & outlook

  • Functional yet fun

  • High tech

  • Focus on performance

  • Global

  • Bright and dynamic

  • Co-habitation of a sales & emergency culture

  • Multi-cultural

  • Multi-national

  • Multi-ethnic

  • Multi-denominational

  • Inclusive communication strategy

  • Customer-centred culture

WE HAVE INVESTED HEAVILY IN OUR FOUR KEY ASSETS, AND WE WILL CONTINUE TO INVEST


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TRAINING AND DEVELOPMENT IS AN ONGOING PROCESS Special Services, World-wide

CREATING THE

TC CULTURE

EFFECTIVE

COMMUNICATION

GOAL SETTING

SERVICE DELIVERY &

CULTURAL EMPATHY

QUESTIONING

SKILLS

DELEGATION

COACHING

MOTIVATION

DELEGATION

Focus is on service delivery & cultural empathy supported by ongoing product & systems training & competency testing


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UK & Special Services, World-wideIRELAND

Birmingham

.................

FRANCE

Paris

Scenario 1

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.


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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.

AMERICAS

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.

CZECHREPUBLIC

Prague

He does not have the funds to

pay for remedial work so he contacts his

father in the US, who agrees to wire the

money.


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Product 1 Special Services, World-wide

Product 2

Product 3

COMMON INTERFACE

ATM

World

Wide Web

E-Mail

Fax

PC Client

Phone

Video Kiosk

EFT/POS

THE 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.


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Finance Special Services, World-wide

Manuf.

FieldService

PC Client

World

Wide Web

Fax

CustomerInformation

Phone

Service& Support

Enterprise Business Centre

Video Kiosk

E-Mail

Marketing

EFT/POS

Sales

ATM

ProductDevelopment

The 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


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Customer Access to our Special Services, World-wideTravel Services

  • Unique Telephone Numbers for ABC Company

  • Computer Telephony Integration

  • Digital Mapping Technology

  • Language of caller identified, call routed to appropriate language speaker

  • The Corporate identity known“Good Morning ABC Company”

  • Origin of call identified“I see you are in Paris…..”

  • Precise location of customer“I can see there is an Embassy around the corner from you…..”


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Guided Business Process Special Services, World-wide

Our training & development means that customers receive ‘value add focused’ & not ‘process-led’ service , supported by world class technology & information, which -

  • Enforces a Customer-centred culture

  • Allows Representatives to Support a Wider Variety of Calls

  • Maximises Revenue Per Transaction

  • Faster Implementation of New Products & Services

  • Consistent, High Quality Levels

  • Much Lower Training Costs

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


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Company A Special Services, World-wide

Company B

New

Business

Cross

Selling

Common Interface & Business Logic

ATM

World

Wide Web

E-Mail

Fax

PC Client

Phone

Video Kiosk

EFT/POS

Consumer Business Integration


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The Global Services Call Centre covers almost 30 languages Special Services, World-wide

Swedish

Russian

Arabic

Dutch

Greek

Cantonese

Polish

Mandarin

Japanese

Other

Portuguese

Spanish

Italian

German

French

Others include Norwegian, Korean, Malay, Punjabi, Gujarati, Hindi and Bengali


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THOMAS COOK HAS ESTABLISHED STRONG Special Services, World-widePARTNERSHIPS WITH COMMERCE ACROSS OVER 4,000 ORGANISATIONS


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  • CASE STUDY 1 - “EGG” Special Services, World-wide

    • Relaunch of Prudential Bank in the UK

    • Differentiator from competitors in increasingly competitive UK direct banking marketplace

    • Add value to your service and justify higher price

    • Enhance loyalty & customer retention

    • Develop new services and revenue streams

GLOBAL SERVICES IS A TRULY GLOBAL AND COMPREHENSIVE

SOLUTION THAT ADDS CONSIDERABLE VALUE...

  • CASE STUDY 2 - “HONG KONG & SHANGHAI BANK”

    • Added value benefit for targeted Asset Advantage customers (high value customer segment)

    • Differentiator from competitors in highly competitive Hong Kong marketplace

    • Segment customer base by bundling different services

    • Enhance loyalty & customer retention

    • Create a safety net to back up “out of hours” service

We create tailored customer focused solutions

to add value to our partners’ propositions


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Corporate Programme Special Services, World-wide

Out of Hours Service/

Emergencies -

Global Services Call

Button on Telephones

Marketing OpportunitiesDifferent Options can be adopted based on Customer Segmentation

Loyalty Programme

“ABC Club”

Stand-Alone

ABC

Global Assist

GLOBAL SERVICES CORPORATE

CUSTOMER

Value Added Services -

Company ABCGlobal

Services

Calling Card/Credit Card

ABC

Customer

Service Programme


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Achieve Customer Segmentation - Special Services, World-wideHotel or Airline Loyalty Programme

EMERGENCY

FINANCIAL

TRAVEL

SPECIAL

+

+

+

The Platinum Card

Upsell travel and

special services

EMERGENCY

FINANCIAL

The Gold Card

+

+

EMERGENCY

The Silver Card

+

Upsell other selected services


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IN SUMMARY... Special Services, World-wide

  • Thomas Cook is much more than a UK retail-based travel company

  • Our focus is on profitable, sustainable business to business partnerships

  • Our brand, comprehensive product range, leading edge access & systems and global footprint provide a unique proposition

  • Our turnkey proposition can create significant customer competitive advantage through tailored solutions

  • We have a clear competitive advantage through our 4 key assets:

    • TECHNOLOGY & TELECOMMUNICATIONS

    • PEOPLE

    • CULTURE

    • INFORMATION AND KNOWLEDGE


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