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.

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

Products

IP Phones Peripherals

Business Phone Systems

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