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Carlson Wagonlit Travel
Corporate Travel Provider Maximizes Efficiency with Integration of Virtual Contact Center Customer
As Carlson Wagonlit Travel (CWT) continued to grow as a significant player in the travel management marketplace and became the second-largest corporate travel management provider in North America, its workforce dynamic also changed. Because corporate travel is relationship-oriented, CWT devotes small teams to each customer rather than operating large, somewhat impersonal call centers. It also often places its consultants at a customer’s premises.
Working together, Mitel® and its solution provider migrated CWT's Canadian operations from a Mitel PBX infrastructure to Voice-over-IP switches, enabling the company to implement Mitel’s advanced Mitel Teleworker Solution – and attain U.S.$180,000 in savings over three years. The new Mitel platform also delivers a broad range of benefits with remote management, advanced contact center management, and toll bypass.
ABOUT CARLSON WAGONLIT TRAVEL
Type: A recognized world leader in business travel management and consulting services, designing and implementing superior travel solutions for institutions and companies
Customers: Small, medium and large corporate clients
Canadian operations: Mississauga, Vancouver, Calgary, Winnipeg, Ottawa, Montreal
Employees: 300 in Canada
CUSTOMER NEEDS
- Standardized phone network across all Canadian operations
- Improved call handling efficiencies
- Improved customer experience and service level delivery
- Ability to customize solutions by customer need
- Cost-effective solution to support travel consultants in small offices / home offices (SOHOs)
- Reduce costs of maintaining telecommunications infrastructure
SOLUTION COMPONENTS
- Mitel Customer Interaction Solutions
- Mitel Teleworker Solution
- Mitel 3300 IP Communications Platform (ICP) with embedded voice mail and unified messaging
- Mitel 5310 IP Conference Units
RESULTS
- Saving $180,000 in phone lines over three years
- Eliminated $1,000 per month in local long-distance charges
- Reduced maintenance costs by $72,000 per year
- Capping future real estate costs by expanding through home-based consultants
- Now regularly meet or exceed first-time-live-answer customer service guarantee
- Improved employee and customer satisfaction
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"With the Mitel solution, we now consistently hit our customer service guarantees and are able to work with customers individually to provide the highest level of customized service delivery. We used to spend nearly $18,000 each quarter on service calls for small changes to the phone system. With the new Mitel solution, we now remotely manage the phone system ourselves, and have even been able to scale back our IT support by one headcount due to the remote management features."
Sherry Saunders,
VP Corporate Operations, Carlson Wagonlit Travel