‘SAP Sales and Service Cloud help TUI to be close to their customers. Employees worldwide have a glance at customer data. This leads to a streamlined customer experience.’
Norbert Hendriksen, Business Consultant & Analyst at Acorel
Streamlined customer experience
Customer experience is key at TUI, one of the world's largest travel organizations. The organization operates in 31 countries with 180 different travel destinations and over 20 million holidaymakers per year. Norbert Hendriksen, Business Consultant & Analyst at Acorel: ‘There is a lot of competition in the travel industry. TUI aims to differentiate itself with the Customer Intimacy strategy: being close to the customer. To achieve this, all employees, from the travel agency to the travel destination, need to know who the customer is, what preferences he has, and which booking is involved.’
A unified platform
Previously, the country organizations within TUI worked with different systems. Information was often exchanged by email or phone, causing local employees to be insufficiently informed about customer information. Customers felt like they were dealing with multiple organizations. Therefore, TUI decided to switch to one unified platform: SAP Sales and Service Cloud.
Acorel support
Acorel supports the travel organization in implementing this extensive project. Hendriksen: ‘As an expert in SAP Customer Experience, we actively participate in every step of the process and bridge the gap between business and IT. For example, by creating awareness among teams of the functionalities and possibilities of SAP Sales and Service Cloud,’ says Hendriksen, ‘In addition, we support TUI in the Netherlands and Belgium in converting customer data from local to global. And then we analyze what this means for the associated processes.’
Insight at a glance
With the transition to SAP Sales and Service Cloud, TUI employees have a quick overview of booking history and interactions with the customer. This makes them better informed when they come into contact with the customer. Hendriksen: ‘Wherever the customer is, he has one point of contact. Locally, employees know exactly which booking the customer has made and what additional requests he has. This way, they can welcome the customer as a long-awaited friend and contribute to the ultimate holiday experience.’
