TUI - efficient and customer-friendly online sales

TUI - efficient and customer-friendly online sales

Johanna Kontkanen|12 May 2018

Global package travel company TUI specialises in producing ready-made holiday packages and it is the largest tour operator in Finland.

Travelling is one of the industries that has taken full advantage of the digital revolution. 95% of the potential customers are already online. As a market leader, TUI focused strongly on online sales already in 2010, by centralising their traditional brick-and-mortar sales to a single concept store in Helsinki. Today, more than 85% of customers book their holidays online, and digital has taken a lion’s share also from the marketing budgets.

Going digital has been a great victory as marketing and sales are now truly live. We started cooperation with a Finnish travel company Finnmatkat with Lekane Dialogue in 2012 and since TUI acquired Finnmatkat, the cooperation continued. TUI handles now thousands of contacts per year with Lekane Dialogue Call back and Chat. After good feedback from both employees and customers, Lekane Dialogue Manager has been taken into use across the Nordics.

We interviewed Sasu Volkkila, Knowledge and Analytics Specialist at TUI Nordic on their experiences regarding Lekane Dialogue Manager.

Why did you choose to use Lekane Dialogue Manager?

We wanted to reach our customers efficiently and in a customer-friendly manner. This is why we have now both call back and chat options available. We really liked the seamless and fast implementation of their service to our own infrastructure, processes and brand.

What targets did you set for Lekane Dialogue Manager?

We set specific sales targets for the service. Those (sales targets) have been met with higher conversion rate along with high customer satisfaction. Customers were positively surprised by chat option.

What are the most common situations when customers choose to engage with TUI?

Over 85% of customers are already booking their holidays online. Typically we are assisting customers with some booking details or giving additional information, so they can complete their holiday booking.

How has contact centre staff reacted to Lekane Dialogue?

Our contact centre staff has been happy with this solution. It has been a way for them to utilize their own customer service skills efficiently as we can match the customer need better with our staff expertise.

Who would you recommend Lekane Dialogue Manager?

I would recommend Lekane to any company wanting to make the most of their online services and to serve customers still in an efficient way. It is good to beer in mind, though, that even though customers are already online, they still occasionally need the traditional form of customer service. We have solved this partly with Lekane’s Call back and Chat.

If you would be interested in learning more about Lekane, please do not hesitate to contact us.

Share this post

You might also want to read

Client cases

Are you interested?

Do you want to hear 5 concrete ways to develop customer experience online? Leave your contact information and we will contact you.



Lars Sonckin kaari 12

02600 Espoo

CEO Marko Virtanen

Tel. +358 (0)400 428 515

CTO Petri Pellinen

Tel. +358 (0)40 586 2444

Sales Antti Vasala

Tel. +358 (0)44 544 6774