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Carlson Wagonlit

CWT supports its travel consultants by making it comfortable and productive to work from home. However, the cost of supporting small office / home office (SOHO) workers was immense. With plans to grow to 40 SOHOs, CWT was eager to find a better solution.  

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Working together, Mitel® and its solution provider, migrated CWT’s Canadian operations from a Mitel PBX infrastructure to Voice over IP (VoIP) switches, enabling the company to implement the advanced Mitel Teleworker Solution – and attain $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.

CWT’s home-based consultants now link directly into their office’s main phone system with just a single Internet connection. Canadian headquarters in Mississauga has also traded its analog lines for a single Primary Rate Interface (PRI), and the four branch offices are following suit.

    Goals
    • 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
    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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