Thomas Cook Money

Black Pepper were pragmatic at each stage of the digital transformation project. Their team worked collaboratively with us to deliver best-in-class User Experience, Software and Legacy System integration. It was a pleasure to work with them.

Stéphanie Donaldson
Senior Digital Channels Manager, Thomas Cook Money

Background

Thomas Cook Money is the new financial services division of one of the world’s leading leisure travel groups, Thomas Cook. It brings all of Thomas Cook’s existing financial services under one roof. Since its launch, it has combined its heritage of holiday know-how with new, digital money services and products, allowing customers to save-up, pay for and spend on holiday.

Objective

When Thomas Cook Money was launched as its own entity in 2017, it needed to be underpinned by a new ecommerce platform. The new website needed to be fully responsive, accessible and deliver a seamless user experience in line with the brand’s dedication to making holiday money straightforward for its customers.

Stéphanie Donaldson, Senior Digital Channels Manager at Thomas Cook Money, explained: “Our mission is to make holiday money easier to manage for everyone – whether that’s offering new digital services to make holidaying more convenient for our customers, or ensuring our products are simple to understand and don’t come with any hidden charges. And the new website needed to be a key part of that – offering secure services online, whether a customer comes to us via a desktop or mobile.”

Outcome

Integrating the back-end systems into the legacy corporate website, Black Pepper Software worked closely with Thomas Cook Money’s branding agency, Hugo & Cat, to deliver the new website.

Recognising that 50% of the holiday company’s web traffic now comes from mobile devices, omnichannel capabilities were also implemented to ensure an enhanced user journey across Thomas Cook Money’s sales channels, regardless of the device.

Results

Thanks to the enhanced user experience and focus on delivering omnichannel customer journeys, Thomas Cook Money has seen ecommerce conversions rise by 103% year-on-year, with mobile conversions also increasing by 127%.

“Black Pepper were pragmatic at each stage of the digital transformation project,” Stéphanie added. “Their team worked collaboratively with us to deliver best-in-class User Experience, Software and Legacy System integration and were proactive and creative in the approach they took, meaning the fully responsive website was delivered on-time and on-budget. It was a pleasure to work with them.”

Rowan Welch, Finance Account Director at Black Pepper Software, commented: “Thomas Cook Money is a progressive innovator in the travel money space – looking to deliver value-added services to holiday-makers is part of the brand’s DNA. Their move into the financial services sector is testament to their innovative approach and is particularly ground-breaking in that they are the first holiday company to take on traditional High Street banks.”

“As one of the forerunners in offering digital-first holiday money products, we were delighted to work closely with Thomas Cook Money’s team to deliver a future-fit, channel agnostic ecommerce platform that can support them as they continue to innovate and grow,” she concluded.

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