Moves to provide a more seamless user experience across Tui UK and Ireland branches, call centres and the web have been outlined by the company.
Big data integration software firm Talend is involved as part of a transformation project to replace and modernise the travel group’s back-end systems.
It is using Talend’s Master Data Management platform to transmit customer data to the frontline sales teams in real-time to help them deliver a better, more personalised travel experience.
Tui UK & Ireland was able to merge data from a range of systems managing various consumer touch points with guidance from Talend partner, information technology services company, Virtusa.
Using real-time integration, matching and standardisation services, the Thomson and First Choice group has integrated its reservations platform, customer services system and front-end web platform.
Talend data governance is also being used to understand the type and frequency of information coming into the organisation, as well as gain deeper customer insights.
Ultimately, TUI UK & Ireland is able to create a 360-degree view of the customer that is delivered to sales and support teams across the organisation in real-time.
Louise Williams, customer engagement general manager at Tui, said: “The web has not only changed the competitive landscape, but also consumers’ expectation as far as personalised care is concerned.
“Our selection of Talend was really about a desire to deliver a superior service and form a long-term and meaningful relationship with our customers.”
Brad Stratton, senior vice president of sales at Talend sales, added: “Tui is creating a competitive advantage by using new insight into their customers to deliver a better, more personalised travel experience. This is going to increase customer satisfaction and loyalty for years to come.”