Travel and Leisure Client Case Study | Onepoint UK

Travel and Leisure Client Case Study

Onepoint successfully delivers a POC aimed at proving that the Talend MDM, ESB and DQ platforms can deliver a data pipeline which improves customer data quality across an entire organisation.

Our client is one of the world’s leading tourism groups. Under the umbrella of the group, they bundle in future a large portfolio of strong promoters, comprising 1,800 travel agencies and leading online portals, and six airlines with over 130 operational aircraft, not to mention some 300 hotels with 210,000 beds, 14 cruise ships and numerous agencies serving major holiday destinations around the globe. With this integrative service offering, they can offer their estimated 30 million clients unparalleled vacation experiences from a selection 180 prime travel destinations and resorts. In the fiscal year 2014/15 our client retained the service of over 70,000 employees and generated a turnover in excess of €20bn with an operating profit in excess of €1bn.

Case Studies Category

Industry

Travel

Technology

Talend, Elastic Search

Solution

MDM

Service

Talend Enablement Services

Business Drivers

  • Our client is in the middle of a major Customer Transformation Programme.  As part of this transition process they are hiring and training new customer service agents within call centres and holiday resorts.  This involves a cloud-based CRM implementation solution which is currently ‘in flight’.  However, ensuring that they have correct customer data is essential for the success of this programme, and this is where Talend Master Data Management (MDM) comes to the fore.
  • MDM is crucial to the client’s efforts to deepen the scope of customer interaction across multiple channels as its business moves towards a customer centric view rather than a booking centric view.  For example, average call handling times at the contact centre can be reduced, while on-line recommendations can be optimised and targeted for specific offers.
  • The client wanted to improve the data quality within its customer databases, so that duplicate customer records are not available within these databases.
  • We aim to ensure that cleansed customer data is propagated throughout all systems used by the client, including its CRM system and country specific customer databases.

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