Thomas Cook gets more high tech

German customers booking their journeys through Thomas Cook will notice that with the new e2 customer communications management system in place, they will receive a travel book that has been personalized to their trip containing not only their itineraries, but a collection of vouchers for hotels, restaurants and shopping in the area where they will be going.

Germany is the first country where the new system will be implemented by Thomas Cook Travel, with many other European countries soon to follow, like Austria, Belgium, the Czech Republic, Hungary, France, Poland and the Netherlands.

The head of shared service customer documents at Thomas Cook AG, Jurgen Neumann says, “Group 1 Software’s CCM solution has made believers out of us. One module of the solution performs the formatting of the forms that go in the booklet. In addition, the department can create electronic inserts, such as information about the destination area, entry requirements, and notes about carry-on luggage or contacts – all without the support of the IT department. With the booklets, customers have all the important travel information handy at a glance. In addition, we can speak to the customers individually and significantly improve customer communication.”

www.thomascook.com