News : TUI UK & Ireland Connects Customers Data End-to-end with Pegasystems
Aug 28, 2014 -- TUI UK & Ireland, which owns the holiday brands First Choice and Thomson, has implemented a system from Pegasystems that joins up customer data from the time of booking to post-travel.
The customer engagement platform, called Connect, allows TUI to see the same data on customers through online, call centre and in-store bookings.
Having the data at their fingertips will allow staff give customers a more personalised service, recognising and rewarding loyal customers more effectively. For example, they will be able to quickly and efficiently identify key personal information such as birthdays, anniversaries and favourite destinations.
"By connecting our front line staff both here and overseas we’ll be able to offer our customers a much more personalised service that’s tailored to what they want from their holidays. It will also help us share even more information across the business so we can answer anything our customers want to know at the touch of a button," said Fraser Ellacott, customer operations director for TUI UK&I.
TUI will be connecting a range of databases to the Pegasystems platform via data management software from TIBCO. These include its customer database - its customer data management (CDM) system, document management system (DMS), which manages inbound and outbound correspondence, and a marketing database, which is not yet live.
TUI said it will monitor the success of the system across TUI UK & Ireland before making any further decisions about rolling it out to the rest of the global business.
Connect is being implemented as part of TUI’s digital transformation programme, TUInnovate. Other initiatives under this programme include the introduction of free wifi this summer across some of its hotels and a re-launch of TUI’s Thomson and First Choice websites, which feature "intuitive" search and "instant customisation".
TUI is rolling out the system over the next nine months. It said it will monitor the success of the system across TUI UK & Ireland before making any further decisions about rolling it out to the rest of the global business.
Posted by Veronica Silva Cusi, news correspondent
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About TUI UK & Ireland:
TUI Travel PLC is an international leisure travel group listed on the London Stock Exchange. It was formed on 3 September 2007 with the merger of First Choice Holidays PLC and the Tourism Division of TUI AG, which owns 56.4% of the company.
Published: Thursday, August 28, 2014