TUI Russia is going digital with the CRM system based on Dynamics 365 online

TUI Russia, one of the leading travel companies in Russia and the CIS, improves service quality and develops a market model together with a new corporate CRM system based on the Microsoft Dynamics 365 online platform. The CRM system, developed jointly with GMCS, is one of the anti-crisis management tools for TUI Russia.

The new CRM system provides support for sales and service of the sales offices, contact center, the TUI Russia website and TUI24 24-hour support service. Its use will improve customer loyalty and satisfaction (NPS and CSI) due to personalized customer experience, reduced service times, and rich analytical capabilities of Microsoft Dynamics 365. 

“The development strategy of TUI Russia is aimed at creating an individual approach to each tourist, which is why we decided to switch to a new CRM. The project implementation made it possible to revise and optimize business processes, in a dialogue with various departments, to think over how to improve customer services. With the help of the Microsoft Dynamics 365 digital platform, we will continue to turn the dreams of millions of tourists into an unforgettable vacation,” said Alsu Yudina, acting Marketing Director of TUI Russia. 

Flexible tools of the Dynamics 365 CRM allow you to build and manage a sales funnel, maintain end-to-end control over the execution of sales plans, and track the performance of the retail chain and agents, right down to a specific manager.

Omnichannel is ensured by integrating CRM with the main sales channels (sales offices, website, contact center, social networks, mailing system). The information collected and processed from several data sources, including the Unified Customer Profile, which stores the history of travel and calls, is used to form an optimal offer to the customer based on a deeper understanding of his preferences. 

The ability to automatically receive reports from Dynamics 365 and analyze it using Power BI tools is provided. It will allow TUI Russia not only to have access to up-to-date data from anywhere in the world from a secure cloud but also to share data. 

As part of the development, it is planned to expand the integration of the CRM system with external systems, to provide the possibility of dynamic sales of additional services. In 2021, it is planned to complete the system for scaling to the franchise network and use it in other markets. 

“We appreciate our partnership with one of the oldest travel brands in the world, which demonstrates a modern approach to customer service. The solution based on the Microsoft Dynamics 365 cloud platform ensures the use of the best digital practices, allows you to flexibly and quickly solve the business tasks of TUI Russia with lower costs. One of the important and difficult tasks was the end-to-end integration of the CRM system with numerous systems and services used in TUI Russia,” added Elena Mosyazh, Business Development Director of GMCS.