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Abercrombie and Kent

Abercrombie and Kent has around 2,000 employees and 40 years experience operating in the travel industry. The company prides itself on delivering an exceptional level of customer service and requires the most reliable communications in place to deliver on this promise.
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Traditionally, each A&K office sourced its own telecommunications system locally. The result was a wide variety of telecoms solutions across the company without a uniform platform or integration and no economies of scale.

A&K chose to standardize on a Mitel 3300 IP Communications Platform (ICP) with IP phones throughout its entire organization. The forward-looking company, which places customer service at the heart of its value proposition, also rolled out a Mitel Customer Interaction Solution to improve first line customer contact and efficiency. In addition, the global solution will be centrally managed by the IT team in London using Mitel Enterprise Manager, enabling set up and configuration changes to be made remotely to any system in any office.

Goals
  • A single, global communications solution, suitable for every office in 23 different countries
  • Improve the flow of information around the company for sharing ideas and industry insight
  • Increase customer service levels and improve competitive advantage
  • Ease administration through standardized systems and processes
  • Achieve a centralized roll-out and ongoing management
  • Reduce communications costs
Results
  • Greater automation and intelligence leading to improved customer service
  • Streamlined internal communications across the company
  • Reduced call costs, particularly on international calls
  • Gained a global communications directory for the first time
  • Reduced IT administration complexity and costs through centralized management

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