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"FACT24 is an invaluable service that took out the complexity of communicating quickly and easily with our employees and customers during crises. I am very impressed with the technology, expertise and professionalism from F24. We know that if we have an incident, we have the best infrastructure in place to communicate with the right people instantly."

Bob Boyce, Director UK Operations, Thomas Cook

Thomas Cook Group

Sector

Travel, Transport & Logist

Problem
At Thomas Cook Group, one of the world’s largest leisure travel groups, security staff are aware that in the event of an incident they must be able to rely on emergency plans. A pivotal element of these plans is a system to rapidly communicate the situation and any responsive action to staff and customers. Thomas Cook was thus seeking a communication solution that could automate this process and comply with all time-relevant and security-relevant constraints.
Solution
Today, FACT24 enables Thomas Cook to alert staff with significantly higher speed and security in the event of an incident. Increased call volume from customers is automatically filtered and prioritized by the FACT24 Info Hotline, thus freeing the customer service team from routine duties.
Benefits
  • All relevant staff alerted in parallel
  • The system safeguards the flow of information by requesting confirmation of contacts and reporting these to the administrator
  • Automatic filtering of incoming calls
  • Spontaneous telephone conferences
  • Documentation of all activities
  • Stable communications infrastructure based on redundant structure

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Case Study Thomas Cook / PDF / 310 KB
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