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

Carlson Wagonlit Travel (PDF 757KB)