The same customer experience at TUI, worldwide
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Really get to know your customer and use the power of actual insights to recognise sales opportunities immediately.
Provide your customers with personal service during the entire customer journey and always keep your promises.
Our services
Technology changes customer behaviour and your opportunities to increase efficiency. Would you like to transform insights into your customers’ needs into sustainable profits and excellent customer experience?
We believe in successful projects and even more in successful customers. The implementation of SAP software must take place within the lead time, scope and budget. But does this also mean that your organisation will automatically be more successful?
Customer since
2006
"SAP Sales and Service Cloud help TUI to be close to their customers. Employees around the world have insight into customer data at a single glance. This creates a streamlined customer experience.”
Streamlined customer experience
Everything revolves around the customer experience at TUI, one of the world’s largest travel organizations. The organization is active in 31 countries with 180 different travel destinations and more than 20 million tourists a year. Norbert Hendriksen, Business Consultant & Analyst at Acorel: ‘There is a lot of competition in the travel industry. TUI wants to distinguish itself with the Customer Intimacy strategy: Being close to the customer. To achieve this, all employees, from the travel agency to the destination, must know who the customer is, what preferences he has and what booking is involved.’
One unified platform
Previously, the country organizations within TUI worked with different systems. Information was often exchanged by e-mail or telephone, leaving local employees insufficiently aware of information about the customer. Customers had the feeling that they were dealing with multiple organizations. That is why TUI decided to switch to one uniform platform: SAP Sales and Service Cloud.
Support Acorel
Acorel supports the travel organization in the implementation of this extensive project. Hendriksen: ‘As an expert in the field of SAP Customer Experience, we actively participate in every step of the process, and we make the transition between business and IT. For example, by making teams aware of the functionalities and possibilities of SAP Sales and Service Cloud,’ says Hendriksen, ‘We also support TUI in the Netherlands and Belgium in converting customer data from local to global. And we then analyse what this means for the associated processes.’
Insight at a glance
With the switch to SAP Sales and Service Cloud, TUI employees have insight into the booking history and interactions with the customer at a glance. As a result, they are better informed when they have contact with the customer. Hendriksen: ‘The customer has the feeling that they have a single point of contact, wherever they are. Locally, employees know exactly which booking the customer has made and what additional wishes he has. In this way they can receive the customer as a long-awaited acquaintance, and in that way, they contribute to the ultimate holiday feeling.’