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TUI France aims to develop its digitalization strategy to promote self-care and the use of digital contact channels to reduce costs, improve 24/7 accessibility, and manage seasonal effects.
Objectives :
TUI France has deployed innovative solutions in collaboration with DialOnce to significantly transform and enhance its customer relations.
To achieve this, TUI France first digitalized contact pathways by redirecting voice calls to digital solutions to promote self-care (Visual IVR). Next, an omnichannel cockpit was implemented to gain a comprehensive view and precise management of activities, thanks to an omnichannel data platform integrated with all customer relations tools.
Click on the player to watch the webinar presented on June 25, 2024 by Stéphanie Nammour, Customer Relationship Director at Tui France, and Adrien Lesage, Sales Director at DialOnce.
"The implementation of digital solutions has allowed us to divert a large number of calls to self-service channels. Our advisors' working conditions have improved, and we can better manage the effects of seasonality."
Stéphanie Nammour
Customer Relationship Director
