TUI: Performance upgrade for the “Makers of Happy”.

The central nervous system of TUI customer communication.

As a highly specialized platform, the Task Manager controls all operational correspondence between the tour operator, travel agencies, and partners worldwide. It functions as much more than a traditional ticketing tool: the system bundles tasks such as inquiries, complaints, or booking changes and automatically assigns them to the correct departments based on priorities and deadlines. By integrating specialized applications and automated process steps – such as email dispatch – it transforms previously fragmented channels into efficient digital workflows.

“The name ‘Task Manager’ is actually much too small for everything the solution can do. We process our entire written communication through it via two different inbound channels,” explains Claudia Wagner, Senior IT Business Analyst at TUI Deutschland. From processing complex customer inquiries to global complaint management and the automated generation of documents for hotels and service centers – every piece of information flows through this central hub.

For TUI, the system is of great importance because, across millions of annual transactions, it ensures that no detail is lost and processes are documented in an audit-proof manner. In an industry where service quality and response speed directly impact the customer experience, the Task Manager is the guarantee for operational excellence and reliability.

Security and sovereignty for business departments.

In addition to the infrastructure, the technological foundation was also future-proofed – among other steps, through a comprehensive update to a new generation of Vaadin. Above all, the main focus was on IT security, as Nicole Margraf, IT Business Analyst at TUI Deutschland, emphasizes: “The technology update was a technical necessity, in which security took top priority. For us, it was less about changing the visual appearance of the application and more about placing the system on a solid technological foundation.”

Seamless auditing now ensures that every processing step remains precise and traceable at all times. To ensure that the modernization delivers real added value in daily work, focus is consistently placed on the users: in targeted interviews, practical requirements are gathered and directly transferred into development. “It is hugely helpful that our contact persons at TUI show us exactly how they work with the system on a daily basis,” explains Lukas Steuer, Consultant at Virtimo. “Only through this practical understanding can we build solutions that truly help users at TUI in the end.”