Thomas Cook India & SOTC win ‘Innovation in Omni-experience’ Award
Awarded in Travel, Transportation & Logistics category at International Data Corporation’s (IDC) Industry Innovation Awards 2021
Thomas Cook (India) Limited and its Group Company, SOTC Travel, have been honoured with the award for ‘Innovation in Omni-experience’ - Travel, Transportation & Logistics category, at the International Data Corporation (IDC) Industry Innovation Awards 2021.
The IDC Industry Innovation Awards recognise and celebrate the transformative initiatives led by India’s tech leaders in accelerating their organisation's journey towards digital maturity. In line with the theme of the year - "Build, Grow & Invent: The Road to Realisation", Thomas Cook India & SOTC have successfully demonstrated innovation, agility and digital astuteness in consistently leveraging technology to drive scale of change in delivering business benefits.
With the pandemic having altered customer behaviours/ priorities, Thomas Cook India & SOTC have displayed innovation and speed in enhancing their omni-channel clicks & bricks model to deliver a safe, seamless, contactless customer experience.
With the announcement of the lockdown, the Companies were quick to empower their sales and servicing teams with a central dialler telephony and VPN access to stay in touch and provide meaningful support to customers. Additionally, Thomas Cook & SOTC launched India’s first Virtual Holiday Store that leveraged technology to deliver a convenient and contactless interface.
With easing of restrictions, the Companies’ omni-channel model enabled customers walk in to a Thomas Cook or SOTC outlet closest to them, to meet with Holiday experts and co-curate their trip. Customers could select from the Companies extensive pan India retail network of approximately 300 outlets, covering metros, mini-metros, Tier 2 – 3 cities.
A seamless digital platform developed in-house equips both customers and Thomas Cook & SOTC teams with end-to-end transactions across a comprehensive array of travel and related services, like flights, hotels, holidays, attractions, foreign exchange, visa services, etc. The platform is integrated with the Companies’ CRM and enables multiple digital payment solutions.
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