Freshworks Success Story: Thomas Cook achieved a 67% improvement in first response SLA with Freshdesk

In September 2020, Thomas Cook, one of the most recognizable names in travel, returned as an online-only travel business, following a multi-million-pound acquisition of the brand by international conglomerate Fosun Tourism Group. Fosun Tourism Group is part of Fosun International, which owns UK brands Silver Cross and Wolverhampton Wanderers Football Club, as well as European brands across insurance, health, and fashion, including Lavin and Wolford.

Thomas Cook offers its customers fully customizable holidays with its current business model. The customers control their travel entirely - they can choose the flights and hotels to suit their budget and preferences. Add-ons include transfers, car hire, airport parking, currency, and travel insurance. In their own words, they are "a team of travel and tech experts who put our customers' needs first and design technology solutions to make choosing and booking a holiday as easy and fast as possible." In this case study, we'll unravel Thomas Cook's challenges and how Freshdesk Omnichannel enabled the company to transform its customer support experience.