Thomas Cook (India) Limited, and SOTC Travel were honoured with the International Data Group (IDG) India’s CIO100 India Award. The recognition celebrated The Futuristic 100 – CIOs and technology leaders who have demonstrated a forward-thinking spirit by embracing new ideas, technologies and opportunities to digitally advance their organisations.
Thomas Cook India and SOTC have displayed impressive digital agility and acceleration, despite the challenges of the pandemic. The Companies were first to launch a virtual store to support customers with seamless and contactless services optimising centralised dialler applications and cloud-based CRM technologies. To assist its corporate customers, a self-booking tool was also developed. With Foreign Exchange (Forex) classified as an essential service during the lockdown, the Companies leveraged technology to provide emergency Forex services to customers stranded overseas, with topping up of their forex cards, remittances to elderly parents, students based overseas, etc. An innovative digital tool, FX Mate, was launched that expanded the organisation’s B2B reach, and meaningfully supported Partners with virtual forex transactions during the successive lockdowns.
The entrepreneurial spirit and tech prowess displayed helped the organization deal with varying geographic uncertainties and extended lockdowns; equally, address the critical customer concern of health and safety.
Thomas Cook & SOTC’s transformation from brick & mortar to a unique hybrid Click & Mortar model harnesses the potent combination of its invaluable real human expertise, reassurance and personal touch with the speed, efficiency and productivity-enhancing capabilities of technology.
Amit Madhan, President & Group Head – Information Technology & E-Business, for Thomas Cook (India) & SOTC said, “We have continued to display an unerring focus on our Digital First strategy despite a very challenging environment. It is hence a special honour to receive the prestigious CIO100 Award that celebrates our agility and speed in delivering digital innovations.”
He elaborated, “At the outbreak of the pandemic, we wanted to create a secure, seamless and contactless experience for our customers. Our aim was to leverage digital strategy in smart and relevant ways to best support our customers. And so, I am truly delighted with the exceptional delivery by our Teams at Thomas Cook India & SOTC – that enabled us to get back on our feet starting almost immediately and provide customers much needed support- starting with emergency travel, Forex and repatriation to their home countries. Our agility in digital transformation has continued to help us leverage the opportunity of growing travel demand with an easing of restrictions.”
He concluded by highlighting, “I am particularly proud of our omnichannel model that empowers our consumers with the convenience of interacting with us via multiple channels, basis their preference – from holiday apps, virtual holiday store, portal, call centre to extensive retail outlets pan India. This is a unique hybrid click & mortar model that offers our customers a powerful advantage of human expertise with the speed and efficiencies of technology”