Case Study: Thomas Cook Voyages achieves rapid CRM deployment and improved customer data management with SugarCRM

Thomas Cook Begins a Successful CRM Voyage with SugarCRM and Synolia

Thomas Cook France, a leading leisure travel operator, needed a simple, affordable CRM to support its group-travel business and 60 agents. Agents were tracking customer interactions with pen and paper, causing duplicated effort, no visibility into productivity or lost revenue, and the parent company’s CRM was too costly and complex to adapt for their needs.

Working with Synolia, Thomas Cook deployed Sugar Professional as a cloud-hosted, French-language CRM and went live in about two weeks. The solution delivered role‑based access, lead management and imports, document attachment, dashboards, reduced duplication, and outbound email/FAQ capabilities—giving the team immediate visibility and a clear roadmap (Outlook integration and multi‑language support) to drive revenue growth.

Thomas Cook Voyages

Cathy Bou

Group Travel Coordinator