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TUI France aims to strengthen its customer journey digitalization strategy to encourage self-care, promote the use of digital contact channels, reduce costs, improve accessibility 24/7, and better manage seasonal fluctuations.
Objectives:
TUI France has deployed innovative solutions in collaboration with DialOnce to significantly transform and improve its customer relationship.
To achieve this, TUI France first digitalized its contact journeys by redirecting voice calls to digital solutions, thus facilitating self-care via a visual IVR. Following this, an omnichannel cockpit was implemented to provide an overall view and precise management of activities, thanks to an omnichannel data platform integrated with all customer relationship tools.
Click to watch the webinar from June 25, 2024, hosted by Stéphanie Nammour, Director of Customer Relations at TUI France, and Adrien Lesage, Commercial 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
