Thomas Cook

Transforming network & comms infrastructure

The travel giant has acknowledged the need for a turnaround in 2019 having suffered a slump in profits this year, not delivering on its digital strategy fast enough. Long-held plans to transform its network and comms infrastructure are likely to get underway, while we predict that it will develop its ecommerce channels and invest in digital solutions to future-proof its estate.

Networks: The company’s primary focus will be the insourcing of its network infrastructure, which it hopes will improve efficiency and cost effectiveness while enabling it to regain control over its estate. It has been exploring a number of technologies to integrate into its infrastructure, including Cloud Connect, SD-WAN and Equinix’s Performance Hub.

Telephony: We know that the business has been facing long-term challenges around its communications and is looking to integrate its telephony solutions and contact centres more effectively. Following a review in April it decided to consolidate its many disparate solutions, and we expect it to invest in a UC platform next year.

Cloud: Currently has a hybrid model in place, using cloud services from different providers such as AWS and Microsoft Azure. The challenge now is to improve connectivity and collaboration between these solutions to create a more coherent cloud offering. Earlier this year it implemented Anaplan’s cloud solution to align its bricks and mortar retail presence more effectively with its ecommerce channels.

Digital tech: Heavy investment in its website has delivered an 18% growth in online revenues this year. The business invests in mobile-first technology to improve the customer experience and continues to develop tech including contact centre robotics and machine learning. Proposed solutions should facilitate a seamless customer journey, from research, booking and while on-holiday, providing a differentiator to help it stand out from competitors such as TUI.

Revenue: £9bn

Number of employees: 21,700

Financial year end: September 30th

IT providers: IBM, Vodafone, Wipro, Anaplan

New appointments this year:

Head of IT Portfolio – Matt Pearson

Other key contacts

IT Director – David Hilton

Group Head of IT Service & Operations – Sam Kyanaston