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Customers have changed over last years. They all expect unique, personalized experience during the whole customer journey – from the moment they search for the right place to visit until they return home happy, thinking about the next trip. The times when the printed catalogue was the first source of inspiration are over. Travel companies do not control this part of the customer journey anymore.

Customers want to make it their own: get inspired with personalized communication, find the right trip fulfilling their dream criteria and get the expected level of service when booking, preparing for the trip, during the stay and after the return. OmniSquare implemented SAP Hybris Commerce to support TUI with the business transformation driven by this changing customers behavior.

PARTNER:

COMPANY:

Business Transformation Study

TUI Poland: Reaching New Heights in Traveler Satisfaction with the SAP Hybris Commerce Solution

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SAP Business Transformation Study | Travel | TUI Poland

Executive overviewCompany or OrganizationTUI Poland Sp. z o.o.

Headquarters or LocationWarsaw, Poland

IndustryTravel, Booking, Airlines

Products and ServicesTravel and holiday services

EmployeesOver 500

Go-LiveOctober 2015

Objectives• Improve customer experience with accurate search, content rich destinations and

hotel descriptions to increase conversion rate and online sales• Grow direct business with digitally enabled customers • Reduce cost of operations

Why SAP Hybris Commerce• Omni-channel in the DNA of the SAP Hybris Commerce solution that fits TUI brand

strategy to build and engage customers channel irrespectively• Personalization with Behavior Targeting• Scalability and flexibility

Resolution• Deployed first phase of SAP Hybris Commerce in just seven months• Improved the performance and accuracy of search thanks to real-time integration

with external offer engine• PCM as single source of truth for hotels, destinations, services and offers content for

all the channels: web, mobile, assisted service in traditional channels, etc.

Future plans• Personalized experience based on customer unique profile, history of

engagement with TUI• Increase sales of ancillaries: flight class, preferred plane seats,

insurance, car rental, etc.• MyTUI: self-care application for all customer data

Increasedconversion rate

From 2 weeks to 10 hoursShorten time to introduce new offer since launch of SAP Hybris Commerce

Increasedtraffic with less IT infrastructure

HigherCustomer satisfaction

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SAP Business Transformation Study | Travel | TUI Poland

Web Sitehttp://www.tui.pl/

PartnerOmniSquare sp. z o.o.Ul. Zygmunta Starego 1344-100 Gliwicehttp://omnisquare.pl/

“By cooperating with an experienced partner and using SAP’s tried and tested platform, Hybris, Omnisquare can successfully deliver value to their clients. Because we did not need to worry about any technical problems, we could focus only on what is truly important. The team works according to the agile methodology, which enables it to react to market changes immediately and quickly introduce new functionalities by continuously adapting the roadmap to the current market expectations and client needs.” Adrian Mazurek, E-Commerce Manager, TUI Poland

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