CHALLENGE

Our client, the UK and Ireland (UK&I) arm of a leading tour operator, needed to replace its out-dated core IT and customer-facing systems to enable future growth. A critical step in their journey was transforming a transaction-based company to a customer centric one.

Involving over 500 people and impacting the whole business, it was the largest, most complex programme the company had ever undertaken. The transformation included the design and delivery of business-critical migration to new technology, whilst minimising the impact on commercial performance.

APPROACH

The traditional, transactional view held back the strategic thinking to create a customer centric business. The programme required refocusing and redirecting to deliver on time for the critical deadlines. We worked at the board level to design and shape vital decisions to ensure a successful delivery.

The client recognised that they needed support to lead and deliver this critical transformation. Gate One partnered with the client to embed a robust, flexible and comprehensive programme management approach.

RESULT

By successfully transitioning to new technology, our client:

  • is more focused on improving the overall customer experience,
  • has a flexible business model with new digital ways of working,
  • is radically transformed into an online drive, customer-centric, multi-channel business, and
  • has better customer insights.
  • Created a new culture of transparency and honesty, which boosted team morale and motivation.

“The delivery of a new integrated technology stack was highly complex but essential for securing the ongoing success of the UK&I business.”

Group CIO

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Tim Phillips
Tim PhillipsTim Phillips| Managing Partnerlinkedin icon



Tim is a senior business leader and consultant with over 25 years’ experience crafting and delivering major strategic programmes across many large UK and global businesses. His focus and passion are to enable organisations to make better decisions. As the digital and physical worlds blur, now is a particularly exciting time to be helping ambitious businesses shape their actions for the future.

Tim gets great satisfaction from the singular moment when plans turn into irreversible action, and believes it all ultimately comes down to people. He is no stranger to this having survived the BBC reality TV show ‘SAS: Are you tough enough’!


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