ThomasCook.com Focuses on Lending Personal Touch to Customers

In its endeavor to offer personal touch to its customers, online travel retailer ThomasCook.com has deployed RightNow´s on demand CRM suite to provide a centralized, 360-degree customer view.

The company is using RightNow´s on-demand CRM to manage service interactions across phone, email and web channels. Thomascook.com says it has been able to improve the quality of customer calls received by service agents.

Andrew Doe, e-commerce director of ThomasCook.com, said that just as Thomas Cook personally escorted initial tours more than 150 years ago, the company wanted to ensure that its customers today feel that they are still being given the personal touch.

“We want our customers to have access to all the information and advice they need, as well as being given the best offers relating to their holiday requirements. RightNow Technologies will support us in preserving our high level of customer commitment and help us to encourage our customers to move from ´looking to booking´,” said Doe.

ThomasCook.com is currently deploying RightNow´s on demand CRM software for outbound marketing.

Once implemented, agents in the contact centre will have visibility into all campaigns sent to customers so that they may more effectively support customers as they call in about the offers, says the company.