Thomas Cook deploys robotic technology to streamline back office functions

Travel giant expects to save millions in operational costs within two years Continue reading →

Travel giant Thomas Cook is improving the customer experience and streamlining its back office by introducing robots to its UK-based operations.

With the implementation of NICE Robotic Process Automation (RPA), the company will save millions in operational costs over a 24-month period and streamline its back office.

Thomas Cook bosses chose to adopt NICE’s advanced process automation solution to meet the challenge of servicing both internal and external customers across various markets. The NICE RPA solution has also allowed the company to bring outsourced offshore activities back onshore and in-house at UK contact centers.

Graham Lee, group head RPA, Thomas Cook said: “At Thomas Cook, we are investing in process automation initiatives as a pillar of a transformation program intended to liberate cash for investment in marketing and to accelerate growth.

“NICE RPA, with its scalability and flexibility, has met those goals with significant operational cost savings and support for our customer experience strategy in the UK. It has provided a great foundation for additional savings and efficiency enhancements using advanced process automation across our European offices, for internal business functions, and in the context of other enterprise activities.”

Replacing heavily manual data processes, the changes have reduced the average handle time of in-house processes, introduced global consistency in reporting and increased overall efficiency.

John O’Hara, president, NICE EMEA added: “We’re excited to see NICE RPA making a significant difference at Thomas Cook by helping ensure efficient and effective operations. By combining both attended and unattended robots, the solution provides Thomas Cook with a platform to deliver on strategic objectives across all its markets with a consistency that improves both service and internal reporting.”

In light of the operational success, Thomas Cook is planning a phased roll-out of NICE RPA across all its European operations and within other divisions of its UK business activities.

John O’Hara, President, NICE EMEA added: “We’re excited to see NICE RPA making a significant difference at Thomas Cook by helping ensure efficient and effective operations. By combining both attended and unattended robots, the solution provides Thomas Cook with a platform to deliver on strategic objectives across all its markets with a consistency that improves both service and internal reporting.”