"By seeing to it that personnel are provided with immediate access to a global overview of travelers' wishes and needs, we have great opportunities to stay ahead of our competitors"

Margaretha Bremar, Corporate CIO
Thomas Cook Northern Europe

The Travel Group called Thomas Cook – with the companies Ving, Spies and Tjäreborg under its wings, are investing a great deal in a tailored customer support system called One View. Apart from all the Scandinavian countries, the roll-out involves a further 60 countries. Thomas Cook found Releye via Business Connection, whose business idea is to identify and assess market suppliers.

An overview of a passenger's entire travel history regardless of where the person in question is located. It is the vision behind Thomas Cook's big investment in a global customer support system. It’s a project called One View and involves a total of 700 out of their 3,000 employees.

- The travel industry is synonymous with fierce competition and offerings are similar from one travel company to another. By providing staff with immediate access to an overview of travelers' wishes and needs, we have great opportunities to stay ahead of our competitors. We are very pleased with Releye’s efforts so far and without Business Connection’s help, we never would have found Releye,” says Mrs Bremer, CIO of Thomas Cook Northern Europe.
Business Connection is a professional service company which, in connection with new IT investments, helps its customers to identify and assess market suppliers in line with the buyer's needs and specifications. In the Thomas Cook case, demands were set really high.

- We are talking about a global customer support system that integrates with all aspects of Thomas Cook's business activities - and for the foreseeable future, is to be one of its most critical systems. To reflect, it feels great that Thomas Cook is pleased with the delivery from Releye and the functionality that the system offers," said Jonas Wallin, president of the Business Connection.

In addition to One View being regarded as a core system based on environments requiring virtually 100 percent uptime, Thomas Cook is comprised of offices through Scandinavia and locations in approx. 60 other countries. This not only calls for the system to be able to cope with task management and customer support 24/7, yet it also calls for the system to be able to cope with many languages. A total of a dozen suppliers made the cut. In the end, only one remained - Releye.

- Releye’s strength is in creating a well-functioning synergy amongst all company units when interacting with the customer, that is, everything ranging from the sales and marketing departments to customer service and hotels throughout the world. Due to the fact that we truly are at the forefront of integration capabilities, we rose above a few well-known competitors through working with Thomas Cook, and thus took home one of Sweden's largest CRM projects of the past year," says Klas-Magnus Hilberth, CEO of Releye.

Releye was recently given one of the 2008 ‘Gazelle’ awards from the Swedish newspaper Dagens Industri, which means that the company has had at least four annual reports, has a turnover of over ten million SEK, and has over the past three years had at least a doubling in sales.

- Since we have many satisfied customers and proof that we really can deliver complex solutions, we organised it so that Thomas Cook made reference visits to SBAB and Trygg-Hansa, which I see as a major contributing factor to Thomas Cook finally choosing us as a supplier and our platform built on Microsoft Office SharePoint Server and Fronteye Framework," says Klas-Magnus Hilberth.