Case Study of Thomas Cook

Executive Summary

Thomas Cook was working with a disjointed system for updating and managing leads. Their CRM was not integrated with their telephony solution and this led to a lot of work being done manually by the agents.

Challenges

Thomas Cook gets leads from different sources, that get stored in an Oracle CRM. The Avaya telephony solution that Thomas Cook used was not integrated with Oracle and did not have a predictive dialer functionality. This meant that a supervisor would download leads from the Oracle CRM in an excel format and share it with the agents. An agent would dial out manually taking numbers from the excel sheet, dispose the call and update the details of the call in the excel sheet.

What Changed at Thomas Cook

We offered our CZ Enterprise Suite with customized integration with Oracle CRM for Thomas Cook. This solution provided them an efficient way to capture leads and manage them. The leads that Thomas Cook gets now from different sources are stored in their Oracle CRM and get automatically pushed to the right campaign. On the basis of agent's availability the predictive dialer starts dialing out the leads. The centralized management system helps them keep track of the activities and performance of their four centers in three cities. In case of failure at any center, calls get rerouted to another center without much time lapse. This setup provides an automated solution for both their domestic and international calling. Our solution is integrated with multiple CRM which was not possible with Avaya.

What This Means

• The CRM integration helps them streamline and track new leads in a systematic manner
• The integration gives Thomas Cook a call pop up for in-bound calls that ensures that an agent knows the customer and has the details of the customer before the call connects
• International calling was made available to Thomas Cook with a Simple-To-Call API integration
• The Centralised Monitoring System helps them keep track of operations at their four centers