TUI UK & Ireland turned to Talend Master Data Management to solve its customer data management challenges as part of an overall business transformation program that involved replacing and modernizing many backend office systems. With guidance from Talend’s partner Virtusa, a leading global information technology services company, TUI UK & Ireland was able to merge data from a range of systems managing various consumer touch points.
Using Talend’s real-time integration, matching and standardization services, TUI UK & Ireland 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 organization, 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 organization in real-time.
The travel industry is undergoing a considerable transformation. Tourism continues to grow, as noted by the United Nations World Tourism Organization (UNWTO), which announced international tourist arrivals surpassed 1 billion in 2014, an almost five percent increase over the previous year. The group forecasts the market will continue to grow by another three to four percent in 2015. In addition to strong growth, the travel industry is managing changes in how consumers access travel information and book trips, with an estimated 43 percent now performing these tasks online.
“The web has not only changed the competitive landscape, but also consumers’ expectation as far as personalized care is concerned,” said Louise Williams, general manager customer engagement at TUI UK & Ireland. “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. We could not be happier with the results. Talend’s Master Data Management solution has enabled us to provide customer data to our frontline sales and support teams in real time so they can really personalize the service they give customers.”
“We are extremely proud to be teaming with an industry pioneer and participating in an initiative showcasing the full value of Master Data Management,” said Brad Stratton, senior vice president of Sales, Talend. “TUI is creating a competitive advantage by using new insight into their customers to deliver a better, more personalized travel experience. This is going to increase customer satisfaction and loyalty for years to come.”
About TUI UK & Ireland
TUI UK and Ireland, part of TUI Group, is the UK’s largest tour operator with key brands including Thomson, First Choice, and Thomson Cruises. Sub brands include Thomson Sensatori, Thomson Couples, Thomson Family Resorts, First Choice Holiday Villages and SplashWorld Resorts. The company employs a team of 13,300 employees and serves over 5.2 million customers each year.