Unlocking success with TUI: A seamless knowledge base solution
TUI is one of the biggest tourism group with a network of owned activities. Specializing in a wide range of travel services, TUI is known for its commitment to making travel accessible and enjoyable for people worldwide.
TUI sought an internal Knowledge Base platform with tailored access levels based on profiles (call center, agencies, headquarter employees) secured with Single Sign-On (SSO). They required a platform that offered ease of use and maintenance, focusing on streamlining internal processes. Ergonomics were crucial, as they aimed to provide a comfortable and efficient interface for their teams. Additionally, having an Open API was essential for seamless integration with their existing systems and tools.
Their journey began with an Open Source solution that began to show signs of deterioration. Subsequently, they initiated a Proof of Concept (POC) with SharePoint, but it became apparent that SharePoint couldn’t meet all their specific requirements.
Although the TUI team wasn’t very familiar with all Zendesk range of products, they selected it for their Guide platform due to the customized options offered by the P+ team. This decision was influenced by three key factors: the simplicity of Zendesk, the availability of various user-friendly admin options in Guide, and the responsive and efficient support provided by the P+ team, who consistently addressed their inquiries promptly and comprehensively.
Employees relying on knowledge base
The solution: How Premium Plus transformed challenges into customer satisfaction
" We are very happy with our Premium Plus theme and with Zendesk Guide backend to manage the content!"
— Mehment Sagnac, Data Protection Officer at TUI