In an increasingly competitive and dynamic travel industry, achieving sustainable growth requires continuously enhancing enterprise capabilities and customer outcomes. Like many online travel platforms, Booking.com faced complex customer support challenges that demanded a strategic solution.
Key operational challenges:
- Highly seasonal and fluctuating demand
- High cost of maintaining global offices and staff
- Need for a global operating model to support multiple geographies and languages
Booking.com adopted a rebadging strategy with TP, transitioning its in-house workforce and facilities while preserving talent, minimizing disruption, and boosting agility. This move reduced costs, optimized operations, and reinforced its capacity for innovation and resilience.
