Case Study: Thomas Cook France

A world class travel organization anticipates smooth sailing ahead after selecting SugarCRM and Synolia to help manage aggressive growth and support its valued customer relationships.

Business Issue:

A group travel business positioned for growth, Thomas Cook Voyages realized its present approach to lead and customer management was not aligned with its growth trajectory. It required a straightforward solution that could be up and running in just a couple of weeks - a complex implementation was not in the cards.


  • Thomas Cooks' 60 agents did not have a strong system in place to track and manage its customer data.
  • Company was using a "pen and paper" solution that resulted in a decentralized system with a lot of duplication of efforts, limited visibility into agent productivity, and lost revenue opportunities.
  • System in use came from recently acquired subsidiary, was very expensive, and would have been too difficult to customize for business needs and deploy for a group of 60 agents.


  • To maintain and grow its business, Thomas Cook Voyages determined Sugar Professional was the solution that could remain user-friendly yet scale to support the company's ambitious business initiatives.
  • Synolia, a Sugar Gold Partner located in France was brought on board to deploy Thomas Cook's Sugar Professional instance. Within two weeks, Synolia had Thomas Cook Voyages up and running.


  • Agents manage leads with integration and importation into their system, eliminate duplication, and attach documents to contacts - driving greater sales productivity.
  • Thomas Cook drives immediate business and has insight and analysis into its most pressing business issues thanks to a high-level of outbound email marketing efforts, FAQ modules and dashboards made possible with Sugar Professional.