Thomas Cook selects RightNow for ease of deployment

The web-based nature of SaaS tools lends them a certain affinity with online business. This is demonstrated amply by UK travel agent Thomas Cook’s deployment of on-demand CRM technology from US vendor RightNow.

Thomas Cook used RightNow’s software to create a repository of information designed to prove indispensable to its customers. The original deployment, started back in 2005, created a self-service system that allowed customers to find the answers to frequently-asked questions, such as “Why haven’t my tickets been delivered yet?” without them having to contact the call centre. That led directly to a significant drop in the volume of calls.

According to Thomas Cook’s director of e-commerce, Russell Gould, the RightNow system was so user friendly that when the company decided in 2008 that it needed to standardise on a single customer service knowledge bank for the web – both for call centre operations and for home-based customer support agents – it was the obvious choice. “The system has a certain intuitiveness,” he explains.

For Gould, the main advantages of RightNow’s SaaS model concerned ease of deployment. “One key advantage was the ability to get [the application] out there as quickly as possible,” he recalls.

Going forward, the fact that RightNow offers integration into web-based platforms will help Thomas Cook as it upgrades to a new e-commerce from ATG.

Pete Swabey

Pete Swabey

Pete was Editor of Information Age and head of technology research for Vitesse Media plc from 2005 to 2013, before moving on to be Senior Editor and then Editorial Director at The Economist Intelligence...

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