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Tourism

October 09 2024

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How TUI Transformed Its Customer Relationship with Its Customer Journey

Agent IA TUI

Manage activity peaks

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:

  • Improve reachability and responsiveness
  • Promote the use of digital channels for customer issues resolution
  • Optimize advisor efficiency
  • Monitor and manage the performance of customer service tools
see more about To achieve this TUI France and DialOnces innovative solutions to transform the customer relationship, reachability and omnichannel contact journeys

To achieve this

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.

Watch the full replay of the webinar (45 minutes)



Results

  • Reachability

    +29 24/7 availability points

  • Avoided calls

    21% Calls avoided thanks to digital solutions

  • Use of digital solutions

    +++ Rise in self-care tool adoption

  • Advisor satisfaction

    4.3/5 On average



TUI Streamlines Its Customer Journey with a Smart Contact Page

 

The Challenge

After successfully deploying the Visual IVR, the first step in its transformation, TUI France wanted to build on this momentum by tackling a broader challenge. With the proliferation of contact channels, TUI France wanted to offer a more consistent and seamless customer experience. The coexistence of multiple entry points and resolution pathways limited the effectiveness of digital solutions, complicated customer relationship management, and generated avoidable inquiries to customer service representatives.

TUI

Objectives

  • Unify customer touchpoints

  • Modernize digital entry points

  • Reduce the workload on advisors

  • Improve the quality of responses

  • Simplify interaction management

To achieve this

To address these challenges, TUI has rolled out a Smart Contact Page that serves as a single entry point to all of its customer journey pathways.
 
As soon as a traveler arrives on the site, the page assesses their need and automatically directs them to the solution best suited to their request: self-service, a form, the customer portal, or a connection with an advisor, depending on the level of complexity.
 
This intelligent routing is powered by DialOnce’s AI Agent, which analyzes each request in real time and activates the right path at the right moment. By unifying its touchpoints around this page, TUI France streamlines the customer experience, boosts self-service adoption, and eliminates friction from the very first interaction.
 





The results

  • Resolution rate

    75%

  • Engagement rate

    +4 pts Through a seamless and engaging experience



  • 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.
    TUI uses AI agents to deliver a seamless travel experience, instant answers, and efficient customer service across all channels.

    Stéphanie Nammour

    Customer Relationship Director, TUI France



Orchestrated Channels

  • Voice

  • Messenger

  • Email

  • Forms

  • FAQ & T&C

  • Customer portal







 
 

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