Following in-depth market research it became clear that Cosmos needed reinvigorating to meet the needs of consumers and travel agents. With more than two-thirds of consumers responding that they use travel company websites to research their holidays, the Cosmos team went out to competitive tender to appoint an agency to help them build a new e-commerce platform. The site needed to engage and inspire consumers and make it simple to research, book and manage their holidays. It also needed to enable travel agents to log in and submit bookings without being limited to the opening hours of Cosmos’ call centre.
Cosmos needed an agency partner who would not only deliver a first-class online experience, but would also be able to tackle their underlying system complexity head-on and with confidence. Being a family-run company, they also wanted to work with an agency who would mirror the Cosmos culture and values, and not simply follow a traditional client/agency model.
DAM Digital and Cosmos formed a joint Scrum team to combine knowledge and skillsets. Working to an Agile methodology, in less than six months the team re-engineered the website content management process, combining two legacy systems into a responsively designed EpiServer-based site with full integration into Cosmos’ reservations system. The DAM team were also responsible for translating the brand’s new visual identity across online channels.
The launch of our new website is a hugely significant step forward for us in re-launching the Cosmos brand. We’re proud of our heritage but we’re now a far more contemporary and relevant travel brand for customers looking to research and book a touring, cruise or exotic beach holiday. Our new brand promise at Cosmos is ‘adventures made easy’ – and we are absolutely delivering this online now. I was delighted with the proactive, collaborative approach that DAM proposed and then followed through, as this helped to embed what was essentially a big operational and cultural change for us as a business.