From Our Client

Testimonials

"The reduction in email and phone calls, along with the change in core questions and increase in conversion rate, within such a short time, has been astounding. RightNow had enabled us to cope with our success, especially over the busy summer holiday period, by providing knowledge to our customers when and where they need it."

- Tony Milsom, Director, flythomascook.com

Goals

  • Provide effective support to millions of customers wanting to fly to "sunshine destinations"
  • Handle growing volume of customers that book via flythomascook.com
  • Reduce email and call volumes into the contact centers
  • Increase "looking to booking" rate or conversion rate

Achievements

  • More than 50% reduction in email into the contact center
  • More than 20% reduction in calls into the contact center
  • Increase in "looking to booking" conversion rate 50% above target
  • Able to offer superb service with no need for extra agent hire in busiest period despite 100% year-on-year increase in phone calls

In its first two years, flythomascook.com has carried over half a million passengers to and from sunshine destinations around the world. With every booking each customer expects a superb customer experience, especially as competitors are only one click-away.

flythomascook.com wanted to provide a great customer experience for its growing volume of customers. The company also wanted to reduce email and call volumes into the contact center while increasing the "looking to booking" conversion rate. With RightNow CX, flythomascook.com was able to not only meet, but exceed its customer experience goals within the first four months of implementation.

Using RightNow, flythomascook.com has seen a significant increase in its "looking to booking" conversion rate. RightNow’s web self service solution has also helped the company reduce incoming emails by 50 percent and incoming calls by 20 percent. Repetitive questions, such as "Which terminal do I fly from?" and "What is an e-ticket?’" have been reduced allowing agents to deal quickly with more complicated inquiries. 

About flythomascook.com 

flythomascook.com is part of the Thomas Cook Group, world’s best-known name in travel. flythomascook.com was launched in 2005 offering discounted flights to over 70 sunshine destinations, from big resorts on the Costa’s to the little Greek Islands.

flythomascook.com Homepage

flythomascook.com Support Site

Next Steps

A Great Customer Experience Starts Here

  • Do You Have Questions?

    Call
    1-866-630-7669
    Email
    Chat
    Chat Now
    Help

  • Want To See How RightNow CX Works With Your Brand?

  • Like To See An Example Of RightNow CX In Action?


All rights reserved. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.