TUI embraces multichannel

TUI is one of the world’s leading leisure travel companies operating in more than 180 countries and 240 brands, to over 30 million customers.

Brief

Travel customers are moving to online channels and wanting a more personalised buying experience. TUI was looking for an ecommerce solution that would deliver a revolutionary customer experience while enabling an integrated, scalable architecture. The platform would have to support their entire online channel, eventually across 180 countries servicing more than 30 million customers in 31 key markets.

TUI came to Portaltech Reply because it wanted:

• To take the existing brochure-driven business online system to a multichannel solution
• A partner/supplier that could help it go through this business transformation, technology change and paradigm shift in serving its customers online and across all channels
• Rapid change to its functionality giving them the ability to respond to rapidly evolving customer demands
• Ability to have all contract and pricing options available online
• Initial launch of a new platform in the UK with two big TUI brands: First Choice and Thomson Holidays

Solution

This project was one of the most complex implementations of SAP Hybris in Europe, with hundreds of thousands of price and availability updates per hour and merchandising in real time. The SAP Hybris platform was selected as the enabling technology for the front-office commerce and retail. SAP Hybris was able to serve TUI’s multichannel requirements, managing core product information responsible for rendering content to all channels, including desktop, mobile, web and print. It performs this whilst supporting the roll-out of its reservation platform, system suite, sales and back office technologies for Search & Merchandising, Digital Asset Management and Cache & Availability Management. The result, a seamless implementation.