TUI

📜 Background

TUI is the world’s leading tourism organisation and it is committed to providing the best end-to-end experience for their customers. TUI decided to replace their existing provider and integrate with SAP Service Cloud, so that they were able to provide more relevant and tailored customer service, yielding happier and returning customers and with that a substantial revenue benefit.

📝 Description

Engaged as an Agile Consultant and Scrum Master to enable on time delivery by ensuring agile principles are well understood and implemented within the delivery teams. Coached engineering teams to deliver vertical slices and integrating frontend and backend early. Improved delivery commitments and capacity planning for sprints by identifying & tracking hidden tasks. Removed obstacles for the team by escalating issues to leadership resulting in early delivery of issue solution. Coached new resources (product owners, engineers and other scrum masters), which resulted in early delivery of project and reduced process waste caused by lack of common understanding.

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Discover your smile. :)

🚚 Outcome

Increased customer happiness and retention by 20%.

Increased employee happiness by 35% within the department.

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🤯 Challenges overcome

Cultural differences

Lack of trust from leadership

Siloed teams

Command and control

Waterfall mindset