Amit Madhan has close to two decades of experience in the industry. He is the President and Group Head-IT and eBusiness at Thomas Cook. Building Internet channels are his forte and he was in a similar role at ICICI Lombard previously.
Thomas Cook wanted to design a dynamic packaging platform that would help the entire sales team including agents at call center to search, quote and book customized holidays very easily and conveniently in no time.
The company’s Voyager is an online travel portal that offers a variety of products like holiday packages, flights, hotels, sightseeing activities and transportation.
Its USP is the ability to pull live content (price & inventory) for all the aforesaid products from numerous suppliers in the world via API and aggregate their results dynamically. The results thus fetched are displayed to the users with the help of algorithms giving multiple options and filters to users, to quickly select from and create an itinerary on the go. This helps the company respond in almost no time to the customer and thereby maintaining lower turnaround and higher customer satisfaction index.
The benefits are multi-fold. While Thomas Cook saw a growth in topline and revenue, the business benefits were immense too. Earlier, the sales and operations team had to speak to multiple suppliers, log on to their numerous native platforms and manage bookings in a very haphazard way. With Voyager now, they find it extremely easy and convenient to have a one-stop solution which caters to their customer base, across all geographies with multiple suppliers spread across the globe.