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THE THOMAS COOK GROUP

“IT & Call Centers for Improved Customer Service”

MIKE HUGHES
SENIOR VICE-PRESIDENT OPERATIONS
& CHIEF INFORMATION OFFICER

26th January 1999

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G L O B A L S E R V I C E S
The Thomas Cook Group Ltd
- a leading travel and financial services group

 Established over 150 years ago

 Serving 20 million customers

 3,000 offices, a global footprint of 110,000 service points in 160


countries

 Provides financial services to 4,500 financial institutions

 Gross sales in 1997 £20 billion

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G L O B A L S E R V I C E S
Travel Abroad Is Growing Rapidly
To All Regions
Arrivals (m) 700

600
‘85-’95 ‘95-’00
500 Key CAGR CAGR
(%) (%)

Europe 4.9 3.4


400
Americas 7.1 6.2

300 E. Asia and 12.0 8.8


Pacific
9.5 8.0
Africa
200
Middle East 1.7 5.4

100 South Asia 3.8 9.3

Total 6.2 5.0


0
1985 1990 1995 2000
Source: WTO Forecast

Serving needs of travellers expected to be a growth market

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G L O B A L S E R V I C E S
Rationale behind the creation of the
Global Services business

 Strategic review in 1996 identified a number of challenges for Group…


– Impact of EMU in 2002
– Plastic card substitution affecting travellers cheques growth

… plus market research identified major traveller needs not presently being met…
– 60% of consumers expressed concern “something may go wrong”

– Over 50% of consumers experienced “difficulties” whilst away from home

– Considerable dissatisfaction in getting help to “sort out” problems

Travellers require a contemporary global solution


to all their needs while away from home
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G L O B A L S E R V I C E S
Service needs away from home
1 Emergency
- medical and legal assistance
INCREASING
- language assistance
2 Lost and stolen items: help, advice and arrangements to rectify the problem
- credit cards, cash, travellers cheques
- luggage, personal items
- passports, tickets
PRIORITY
3 Convenience, comfort, reliability
- ability to change travel plans / finances, when they need it, where they need it
4 One-stop travel information, advice and booking
- air, rail, sea, hotel and car hire
ORDER
- pre-trip eg visa, local events etc
- in-trip eg, booking restaurant, tours

- Difficult to access
- Language difficulties - a major problem
- No single point of contact
- Who do they turn to for help?
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G L O B A L S E R V I C E S
Thomas Cook Global Services

A comprehensive, multi-lingual,
one-stop, global traveller service,
24 hours, 365 days a year

We are now able to realise & share the substantial intellectual


collateral of information & knowledge we have developed & have
access to, by harnessing technology & telephony
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G L O B A L S E R V I C E S
Our Mission Statement

Wherever you are in the world,


no matter what time of day or night, in your
language, from one phone call,
Thomas Cook Global Services will offer
immediate assistance and action to solve
any traveller need

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G L O B A L S E R V I C E S
A unique combination of Emergency, Travel,
Financial and Special Services, World-wide

Emergency Travel Financial Special Services


 Emergency cash  Air and hotel  Money transfers  Translation
and bill payment information and and
 Money access
 Medical and legal reservations points interpretation
 Car hire services
referrals  Home or hotel
information and  Global directory
delivery of
 Advice and reservations enquiries
travellers
assistance for  Rail and sea cheques and FX  Global telephony
lost travel
documents and information and  Currency advice  Global
passports reservations messaging
 Travel insurance
 Lost and stolen  Travel and health  Courier services
card reporting advice
 Card and
 Card replacement document
 Card registration registration
 Emergency  Gift delivery
translation service
‘One call does it all’ - designed to keep a vacation
or business trip going 8
G L O B A L S E R V I C E S
THOMAS COOK HAVE A SUBSTANTIAL GLOBAL
FOOTPRINT TO PROVIDE A TRULY GLOBAL SOLUTION

Network overview Breakdown by ownership Breakdown by service activity

~100 countries TC owned locations ~1,300 Retail travel shops ~1,700

~1,600 cities and Network licenses(1) ~1,300 Full service locations ~600
towns (travel and FX together)
Franchise associates(2) ~400
~3,000 service points FX bureaux and implants ~500
Total ~3,000
Others ~200

Total ~3,000

In total we have over 100,000 service points including our


external partners (e.g. MoneyGram) all seamlessly connected to
our call centre/global hub through our technology & telephony

Note: (1) Includes AAA partnership


(2) Includes Marlin and CAA travel in Canada 9
G L O B A L S E R V I C E S
So wherever the traveller is...

...Thomas Cook Global Services can fulfil locally.


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G L O B A L S E R V I C E S
WE HAVE INVESTED HEAVILY IN OUR FOUR KEY
ASSETS, AND WE WILL CONTINUE TO INVEST

Physical Cultural
System Platform People
Environment Environment
 State of the art  Professional  Functional yet  Multi-cultural
 Geographic  Multi-lingual fun  Multi-national
information  Multi-skilled  High tech  Multi-ethnic
core  Service focused  Focus on  Multi-
 Flexible & performance denominational
 Intelligent &
efficient vibrant  Global  Inclusive
 Interactive  Bright and communication
 Uniform image
 Multi-functional dynamic strategy
 Team-focused
& scaleable  Co-habitation of  Customer-
 International
 A window on a sales & centred culture
perspective &
the world emergency
outlook
culture

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G L O B A L S E R V I C E S
TRAINING AND DEVELOPMENT IS AN ONGOING
PROCESS

CREATING THE
EFFECTIVE
TC CULTURE
COMMUNICATION

GOAL SETTING

QUESTIONING SERVICE DELIVERY &


SKILLS
CULTURAL EMPATHY DELEGATION

COACHING

MOTIVATION
DELEGATION

Focus is on service delivery & cultural empathy supported by


ongoing product & systems training & competency testing 12
G L O B A L S E R V I C E S
Scenario 1

An English person in She called TCGS to report


Paris has her wallet the loss. Whilst handling
stolen. It contained her debit the loss TCGS also mentioned

UK &
IRELAND
and credit cards and airline several supplementary services
tickets. .. Birmingham which helped her to overcome the
....
.. ....
. in-convenience.
....
FRANCE
..
....
Paris

The customer reported TCGS made a new airline


the loss to the local police. reservation and re-issued new
The reporting process was tickets to be collected by her at the
very lengthy so she missed airport. TCGS also reserved an
the last flight from Paris to airport hotel for her overnight stay.
Birmingham.

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G L O B A L S E R V I C E S
Scenario 2
The father contacts TCGS to wire the
money to his son in Prague. This will be sent to
An American student the nearest service point in the Thomas Cook
is at the beginning of a tour Global Footprint. The father also enquires as to
in Europe when he loses the nearest dentist & whether a car can be
the crown from a tooth. hired for his son.

AMERICAS

TCGS arranges for

REPUBLIC
CZECH
the money to be transferred
Prague from the father’s credit card to
the son in Prague. TCGS also
identifies an English speaking
dentist, and arranges for both
the funds and the dentist’s
He does not have the funds to
contact details to be delivered
pay for remedial work so he contacts his
to the son in his hotel, where
father in the US, who agrees to wire the
there is a hire car waiting too.
money.

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G L O B A L S E R V I C E S
THE CUSTOMER EXPERIENCE...
Customers gain
Product 1 Product 2 Product 3
access to a wide
range of products
and services which
we have through
GDS, bespoke
database
COMMON INTERFACE connections,
internal databases
etc. Customer
access is
ATM
World
Wide Web
E-Mail Fax potentially via any
touch point, though
PC Client
Phone Video Kiosk EFT/POS our focus in year
one has been the
telephone.

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G L O B A L S E R V I C E S
The Enterprise Business Centre
Finance

Manuf. Field
PC Client
Service
World
Wide Web
Fax

Phone Customer
Enterprise Service
Information
Video Kiosk
Business & Support
E-Mail Centre
Information Marketing
EFT/POS includes: flight
ATM Sales
schedules, car hire
& hotel rates, Product
Single point medical/legal Development
of contact databases, climate,
for any visa/health,
business safety/war risk,
transaction concierge services
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G L O B A L S E R V I C E S
Customer Access to our
Travel Services

 Unique Telephone Numbers for ABC Company

 Computer Telephony Integration

 Digital Mapping Technology

 Language of caller identified, call routed to appropriate language speaker

 The Corporate identity known


“Good Morning ABC Company”

 Origin of call identified


“I see you are in Paris…..”

 Precise location of customer


“I can see there is an Embassy around the corner from you…..”
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G L O B A L S E R V I C E S
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G L O B A L S E R V I C E S
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G L O B A L S E R V I C E S
Guided Business Process
Our training & development means that
customers receive ‘value add focused’
& not ‘process-led’ service , supported
by world class technology &
information, which -
– Enforces a Customer-centred culture
– Allows Representatives to Support a
Wider Variety of Calls
– Maximises Revenue Per Transaction
– Faster Implementation of New
Products & Services
– Consistent, High Quality Levels
– Much Lower Training Costs

Representatives are provided with the most complete, accurate


and up-to-date information,
information they then use their own knowledge of
the customer’s language, country and culture to pass on the
information and assist the customer 20
G L O B A L S E R V I C E S
Consumer Business Integration
Company A Company B
New
Business

Cross
Selling

Common Interface & Business Logic

World ATM
E-Mail Fax
Wide Web

Phone PC Client
Video Kiosk EFT/POS

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G L O B A L S E R V I C E S
The Global Services Call Centre covers
almost 30 languages

e d ish abic k s s ian


Cantonese Dutch Sw Ar Gre e Ru Polish
2% 2% ndarin
Japanese 3% 3% 2% 2% 2% M a r
7% 2% 2% Othe
Portuguese
8% Spanish
19%

Italian
10%

German 16% French 20%

Others include Norwegian, Korean, Malay, Punjabi, Gujarati, Hindi and Bengali

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G L O B A L S E R V I C E S
THOMAS COOK HAS ESTABLISHED STRONG
PARTNERSHIPS WITH COMMERCE ACROSS
OVER 4,000 ORGANISATIONS

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G L O B A L S E R V I C E S
GLOBAL SERVICES IS A TRULY GLOBAL AND COMPREHENSIVE
SOLUTION THAT ADDS CONSIDERABLE VALUE...

 CASE STUDY 1 - “EGG”  CASE STUDY 2 - “HONG


KONG & SHANGHAI BANK”
– Relaunch of Prudential Bank in
the UK – Added value benefit for targeted
– Differentiator from competitors Asset Advantage customers (high
in increasingly competitive UK value customer segment)
direct banking marketplace – Differentiator from competitors
– Add value to your service and in highly competitive Hong Kong
justify higher price marketplace

– Enhance loyalty & customer – Segment customer base by


retention bundling different services

– Develop new services and – Enhance loyalty & customer


revenue streams retention
– Create a safety net to back up
“out of hours” service

We create tailored customer focused solutions


to add value to our partners’ propositions 24
G L O B A L S E R V I C E S
Marketing Opportunities
Different Options can be adopted based on
Customer Segmentation

Corporate
Programme
Loyalty
Programme Stand-Alone
“ABC Club” ABC
Global Assist

GLOBAL
SERVICES
CORPORATE
CUSTOMER
Value Added Services - Out of Hours Service/
Emergencies -
Company ABC Global
Global Services Call
Services
Button on Telephones
Calling Card/Credit Card
ABC
Customer
Service Programme
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G L O B A L S E R V I C E S
Achieve Customer Segmentation -
Hotel or Airline Loyalty Programme

The Platinum Card EMERGENCY + FINANCIAL + TRAVEL + SPECIAL

Upsell travel and


The Gold Card EMERGENCY + FINANCIAL + special services

The Silver Card EMERGENCY + Upsell other selected services

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G L O B A L S E R V I C E S
IN SUMMARY...
 Thomas Cook is much more than a UK retail-based travel company
 Our focus is on profitable, sustainable business to business
partnerships
 Our brand, comprehensive product range, leading edge access &
systems and global footprint provide a unique proposition
 Our turnkey proposition can create significant customer competitive
advantage through tailored solutions
 We have a clear competitive advantage through our 4 key assets:
– TECHNOLOGY & TELECOMMUNICATIONS
– PEOPLE
– CULTURE
– INFORMATION AND KNOWLEDGE

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G L O B A L S E R V I C E S