Case Study: Thomas Cook achieves 20-minute issue resolution and empowers 800 resort reps with Netcall (MATS®)

Thomas Cook empowers resort reps with MATS®

Thomas Cook, which handles around 23 million customers a year, was struggling with slow, fragmented in‑resort issue handling that left many holiday problems unresolved and drove up costs and customer dissatisfaction. To tackle this, Thomas Cook selected Netcall’s MATS® business‑configurable workflow solution to empower resort reps, streamline communications and remove IT bottlenecks.

Netcall implemented MATS® in an eight‑week pilot (one developer) followed by a 90‑day “test & learn,” then rolled the system out to over 90 resorts and the central customer relations team, connecting up to 800 tablet‑using resort reps. The result was faster, automated communications, superior analytics and root‑cause analysis, reduced costs and a dramatic improvement in service — customer issues can now be resolved in just 20 minutes.

Thomas Cook

David Spickett

Head of Lean Capability