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.

The implementation: a smooth, worry-free transition by Premium Plus

“The implementation project started in the fall of 2021. Premium Plus managed to get us started before the end of this migration, finalizing it in parallel with our day-to-day support activities. Migrating all historical data was a large job but necessary if we wanted the new environment to fully comprehend all previous interactions with every fan.”

The move towards the new platform proved easier than expected. “Because of Premium Plus’ prior experience setting up ticket platforms like ours, they understood our specific needs quite well,” says Izzy James. “They fully explained how to unlock the full potential of Zendesk, which helped us create an even richer environment. Eventually, this resulted in the smoothest migration project I had ever experienced. They took care of all migration issues so that we could focus on the growing number of DICE customers with an equally growing team of customer support agents. They also selected a couple of videos we could watch to prepare us for using the Zendesk environment, which made a huge difference in user acceptance. We probably still wouldn’t have migrated if we hadn’t had Premium Plus taking charge of this migration.”

The solution: How Premium Plus transformed challenges into customer satisfaction

Premium Plus addressed the challenge by making several key improvements. First, Premium Plus integrated all the necessary images into the theme, enhancing the visual experience for users. Premium Plus also designed a clean and minimalistic layout and style to ensure that important content takes center stage, without overwhelming users with unnecessary elements. In addition, Premium Plus added links to partner portals within section and category boxes, streamlining access to partner resources. To keep users informed, Premium Plus introduced a dedicated block on the homepage for announcing upcoming seminars and events.

Our toolbox included HTML, CSS, JavaScript, and Zendesk Guide. These tools allowed us to create a seamless and effective solution.

The result is a highly satisfied customer. They not only embraced the new theme but also found managing their content through Zendesk Guide’s backend to be a smooth and efficient experience.

One remarkable aspect of this project was the integration of multiple images and the seamless redirection to external links within a complex content structure that extended up to five tiers. This intricate configuration was handled with precision, ensuring a user-friendly and engaging experience