Case Study: Thomas Cook improves customer service and saves over £100k a year with Peopleware

Thomas Cook - Customer Case Study

Thomas Cook, an iconic UK travel retailer, faced significant challenges in workforce management due to its highly seasonal and volatile nature, post-Covid changes in customer contact patterns, and a seismic shift from phone calls to digital channels like web chat and WhatsApp. They needed a flexible system to optimize customer experience, employee engagement, and business efficiency. They selected the Peopleware workforce management (WFM) platform for its comprehensive functionality and value.

Peopleware was implemented in approximately three weeks with minimal IT effort. The solution provided Thomas Cook with improved forecasting, scheduling, and real-time management across all channels. The results included a 5.6% increase in forecast accuracy, a reduction in average wait time by 190 seconds, and a decrease in agent occupancy that reduced burnout. Peopleware helped the business save over £100,000 annually through reduced attrition and streamlined operations.

Thomas Cook

Kerry Turney

Resource Planning Manager