Thomas Cook has implemented the NICE Robotic Process Automation (RPA) solution for its UK operations, which it says has saved millions in operational costs over a 24-month period.
The travel giant elected to adopt US-based NICE’s advanced process automation solution in order to meet the challenge of servicing both internal and external customers across various markets and networks.
The company deployed NICE RPA’s attended and unattended robots across its UK operations, including automation of its back-office activities.
In addition, Thomas Cook brought its outsourced offshore activities back onshore and in-house at the UK contact centres.
The new system replaced a heavily manual process involving inconsistent legacy systems by either completely automating routine tasks or assisting agents to ensure more efficient customer interactions.
The partners claim the changes have driven millions in savings, reduced the average handle time of in-house processes, introduced global consistency in reporting, increased efficiency, and facilitated a greater focus on customer service.
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.
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.”
John O’Hara, President, NICE EMEA said: “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 the travel industry, automating routine tasks with NICE RPA is an important key in delivering customer service that’s comprehensively streamlined in terms of processes and fuels greater engagement among frontline agents, both of which customers are attuned to. This makes all the difference in an economy where customer experience is king.”