Thomas Cook Speaks with One Voice

Thomas Cook has chosen Group 1 Software´s DOC1 Series 5 in a bid to further develop its customer communications strategy.

The company was seeking a solution that could offer coordinated Customer Communications Management (CCM) with four objectives: taking in customer data from many sources, making it available through different systems, creating and standardizing documentation for more efficient and effective production and distribution, and finally storing an archive of customer communications that can be automatically updated and retrieved to help answer customer service queries.

Over the last few years, Thomas Cook has grown by acquisition, now encompassing seven major travel brands, such as Thomas Cook, JMC, Club 18-30 and Neilson. Each brand has its own distinct appeal and has been retained. Furthermore, Thomas Cook brands sell through several channels - high street outlets, call centers website and Thomas Cook TV.

Add to this the fact that Thomas Cook also belongs to “T4”, a co-operative association of the country´s largest travel agents, which processes orders for each other´s products. In systems terms, the Thomas Cook group of companies found itself running a legacy of many order processing systems, billing formats, and so on.