Low-code BPM Supporting Lean Thinking at Thomas Cook [BPM Open House]
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[CASE STUDY] Low-code BPM Supporting Lean Thinking at Thomas Cook
Thomas Cook’s lean function has delivered over £10m to the bottom line since 2013, while at the same time improving customer experience. This joint case study presentation with MATS looks in detail at the transformation of customer relations – a high speed project that has connected up to 800 hundred resort reps with mobile BPM technology to dramatically shorten the complaints resolution process to improve customer experience and reduce processing costs.
Three main takeaways for participants:
Principles and approach to lean thinking at Thomas Cook
How Low-code BPM technology from MATS enabled a business configurable, test & learn approach to process improvement
Project timelines, success criteria and results
[TECH DEMO] Configure don’t Code
This brief demonstration of the MATS Platform, a 100% web-based low-code development platform, will show you how quickly you can:
Make changes to rules, service levels and communications
Update user interfaces for multiple devices
All without programming…
Three benefits showcased:
Lower the learning curve for BPM developers
Accelerate solution development through configurable ‘widgets’
Improve agility by lowering complexity
David is a Lean, Six Sigma and Operations Strategy professional who has worked in Finance, Government, Technology and Insurance sectors before joining Thomas Cook to build and lead their Lean capability group in 2013.
The Thomas Cook Group is the oldest and best-known name in leisure travel with a history of innovation that started in 1841. Over 23 million customers travel on holiday with Thomas Cook every year and they serve over 70 destinations from 4 major European segments.
Andy is a founder of MatsSoft who has been personally involved in multiple customer projects since the birth of the MATS iBPM Platform. Andy is chief architect of the MATS platform and has personally been involved in multiple MATS customer projects since 2004.
Nigel joined MatsSoft Ltd in 2013 as Head of Marketing. MatsSoft are the creators of MATS® an innovative Low-code Development Platform that’s available via the Cloud, that powers customer experience improvement for leading companies including Nationwide, Vodafone and Barclaycard.
Nigel is responsible for defining the company’s solutions to meet the needs of global clients, primarily in the areas of customer experience improvement, efficiency, quality and compliance. Nigel has a passion for business simplification and performance improvement, enabled by streamlined processes and communications.
Before joining MatsSoft Nigel led Marketing for BPM specialist Nimbus, which was acquired by TIBCO in 2011.