- Transport and Travel
- North America
- Midsize
- Premise
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.
At A Glance
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