Case Study: TUI unifies agency, call centre and head office knowledge with Premium Plus and Zendesk Guide

TUI gives 62,000 employees one knowledge base with Premium Plus

Premium Plus partnered with TUI France, a major global tourism group, to address its challenge of providing a unified knowledge base for its head office, travel agencies, and call centers. The previous systems were outdated and difficult to manage, failing to provide role-specific access and requiring significant upkeep without any reporting capabilities.

The solution implemented by Premium Plus was a custom Zendesk Guide portal with a tailored theme. This provided a clean, efficient design with single sign-on access that delivered specific content based on user profiles. The result was a single, easy-to-manage platform for all teams, which streamlined how answers were found. Premium Plus successfully delivered a system that TUI France embraced for its simplicity and efficiency.

TUI