All stories / TUI
TUI reduces 80% of manual processing with Jotform Enterprise
Discover how TUI achieves an impressive 80% reduction in manual processing using Jotform Enterprise, optimizing their workflows and increasing efficiency.
From unstructured requests to systematic routing
% of requests processed using forms and linked FAQs
80%
# of forms
602
# of teams
25
TUI
Industry:
Tourism
Organization Size:
Large
Use Cases:
Data collection, travel booking, conditional logic, workflow automation, GDPR compliance, self-service solutions, and developer-free custom builds.
About
As one of the world’s leading travel and tourism companies, TUI manages a massive volume of inquiries from 1,200 travel agencies and more than 34 million customers. From booking changes to special customer requests, each interaction requires accuracy, speed, security, and coordination across multiple teams and partners.
Challenge
TUI relied heavily on email and internal messaging systems to handle tens of thousands of monthly inquiries. The unstructured communications often left key details missing and required manual review and processing.
Solution
TUI staff built custom forms to guide travel agents and vendors through processes. Required fields capture the necessary data. Conditional logic directs people to self-serve resources. Automated emails notify the appropriate team or external partner of each request.
Results
Now, 80 percent of monthly inquiries,106,400 requests, are handled through self-service forms and FAQs. With Jotform’s drag-and-drop and AI-enabled form builder, TUI staff can build or modify solutions in real time to respond to changes in the marketplace.
“Cost savings and time savings”
“With Jotform Enterprise it's really easy to build forms and flows. We don’t need developers. It’s a cost savings and time savings.”
Business Process Owner, TUI
