Case Study: Thomas Cook achieves centralized global support and automated ticketing with Vision Helpdesk

Vision Helpdesk Team deserves a pat on their back

Thomas Cook, a 173-year-old global tours and travel company, needed a centralized helpdesk to support its broad operations. They required better internal communication, a searchable knowledge base and Q&A/forums, automation for ticket routing and response times, consolidated client management across regions, quick replies for frequent questions, and the ability to convert Facebook and Twitter conversations into support tickets.

Vision Helpdesk met these needs with a suite of tools: Blabby for internal collaboration, Self Help for knowledgebase and forum functionality, SLA rules to automate ticket flow, unified client profiles (notes, tickets, history, invoices), Quick Insert predefined replies, and social-media integration to turn posts and mentions into tickets. The result was streamlined staff communication, faster, more consistent responses, centralized customer data, and improved handling of social-channel inquiries — leaving Thomas Cook satisfied with the implementation.

Thomas Cook

Paul Hopkins

Thomas Cook