Thomson agents will be able to answer the most detailed client queries in future – down to the size of a hotel bath – thanks to new technology.
The bespoke Phoenix system, already being used on the company’s First Choice website, will be installed across Tui Travel’s 750 shops over the next 18 months.
It will replace all the company’s core systems and allow Tui to track bookings across distribution channels.
It also enables agents in shops to reach customers even if they have booked online.
The move means agents will be able to easily communicate with other parts of the business, such as the overseas, airline and product divisions.
Retail director Kathryn Ward (pictured, centre) said: “It’s quite difficult sometimes to give an answer to a question because the systems are not connected in the way we would like them to be.”
This will change under the new system, she added. “If the customer wants to know the size of the bath in a hotel we could find out quite quickly because we can connect with product and overseas reps.”
The new IT system was showcased to agency managers at Tui’s annual retail managers’ conference in Hammamet, Tunisia.
It includes a more intuitive search capability, allowing more detailed searches, clearer content layouts and improved images.
Nick Longman, Tui Travel distribution and online director, said: “At the moment our technology is a bit clunky and you have to put in where you want to go and what time, whereas going forward you will be able to simply say what type of holiday you want.”