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Thomas Cook Belgium: Interaction online offline A choice for innovation

Thomas Cook Belgium: Interaction online offline A choice for innovation “Where all think alike, no one thinks very much.” Walter Lippman ( journalist, media critic and philosopher ) Thomas Cook Belgium: Interaction online offline A choice for innovation Business to Business

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Thomas Cook Belgium: Interaction online offline A choice for innovation

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  1. Thomas Cook Belgium: Interaction online offline A choice for innovation “Where all think alike, no one thinks very much.” Walter Lippman (journalist, media critic and philosopher )

  2. Thomas Cook Belgium: Interaction online offline A choice for innovation • Business to Business • Creating an efficient platform for a best practice partnership with the travel agent • Business to Consumer • Multi channel partnership with the right mix online & offline • Business to Business to Consumer • Together making a difference in a fast changing market.

  3. Business to Business less (hassle) is more (quality) • Focus: • Efficiency in processes • Partnership for profitability • Tools: • BTN and its new features • BTN messenger • BTN accommodation link • Travel Agent Portal • E-invoicing • Newsletter • VOIP • Result • Easier access to information • Less time for administration • Sharper timing

  4. BTN Messenger • Initiative: • BTN realisation, together with BTN touroperators • What: • Web-mailbox with messages from TO for travel agent • Free access for all travel agents • BTN agents : via BTN-browser application • All agents : via www – internet • Messages: • status changes: result of requests • transport changes: flight time... • quality... • Launch: Q4 2006

  5. Business to BusinessVOIP: free crystal clear calling Travel Agent – Thomas Cook • Focus: • Cost efficiency • Tool • Internet phone • Internet access • Computer (not even) • Test case starts now! • 20 travel agents (selected by type and region) • Free internet calling Business to Business Travel Agent – Thomas Cook – Pegase • Apply now: webdirect@thomascook.be • More to come: January 2007

  6. Thomas Cook Belgium: Interaction online offlineA choice for innovation • Business to Business • Creating an efficient platform for a best practice partnership with the travel agent • Business to Consumer • Multi channel partnership with the right mix online & offline • Business to Business to Consumer • Together making a difference in a fast changing market.

  7. Business to consumer • Multi channel • Travel agent (office, website, email, phone) • Thomas Cook – Pegase (website) • Premium Partnership • Personal approach & knowledge & geographical presence of the travel agent • Scale & brand power of Thomas Cook Pegase • Online – Offline process: • Bringing in existing and new customers • Inform • Presales • Sales • Post sales • Fulfilment • Let de customer decide • Timing / opening hours • Geographical location

  8. Business to ConsumerWhen does the customer buy online?

  9. Thomas Cook Belgium: Interaction online offlineA choice for innovation • Business to Business • Creating an efficient platform for a best practice partnership with the travel agent • Business to Consumer • Multi channel partnership with the right mix online & offline • Business to Business to Consumer • Together making a difference in a fast changing market.

  10. Business to Business to Consumer Gain in time and cost from the Business to Business collaboration + To be invested in the Business to Consumer relationship = Key to success for the Premium Partnership

  11. Business to Business to Consumer "A focus on cost-cutting and efficiency has helped many organizations weather the downturn, but this approach will ultimately render them obsolete. Only the constant pursuit of innovation can ensure long-term success." Daniel Muzyka, Sauder School of Business, Univ. of British Columbia

  12. Thomas Cook Belgium: Interaction online offlineA choice for innovation • Business to Business • Creating an efficient platform for a best practice partnership with the travel agent • Business to Consumer • Multi channel partnership with the right mix online & offline • Business to Business to Consumer • Together making a difference in a fast changing market.

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