Back to Case studyTours & Travels leader drives up customer reach with integrated voice and data solution
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The customer has been in business in the tours and travels industry of India since 2007, providing their clients with leisure and business travel, charters, cruises and MICE (meetings, incentives, conferences and exhibitions). Their team comprises over 275 dedicated professionals catering to their clients’ needs in India and 9 other countries from 42 offices across the country.
Business Challenges
Given that their primary source of generating business opportunities is via incoming client calls and enquiries, the customer required a communication infrastructure that ensured seamless in bound and outbound calls.
The current work-from-home mandate also necessitated uninterrupted connectivity between teams from various company branches and distant employees.
With a business model centred on providing corporates with travel and tourism services, the customer needed to manage and track the high number of incoming calls coming through various channels. This called for a telecom infrastructure that allowed easy call routing to respective teams based on the client’s enquiries.
TTBS Solution
The TTBS solution architect recommended the following solution based on the customer’s requirements:
- Primary Rate Inter face (PRI) was facilitated for concurrent transmission of voice and data traffic over a dedicated line, allowing for the simultaneous use of multiple channels.
- Dedicated toll-free numbers were activated for marketing and ticketing to promote special group packages and offers for select customers.
- EnabledcustomisationviatheTTBSpaneltoroutetheincomingcallstospecific salesexecutivesforquickenquiryresolution.
- High-speed Internet Leased Line connectivity was installed for assured business efficiency.
Benefits
- Faster sales conversions due to enhanced productivity of the customer support team
- Improved customer experience with real-time query resolution
- Increased business outcome with a greater number of incoming calls and leads generated and reduced turnaround time
- Wider reach with dedicated toll-free numbers Reduction of underutilised resources and unev
- Reduction of underutilised resources and uneven distribution of calls
- Significantly improved efficiency due to close monitoring of agent performance
