Corporate Travel Provider Boasts Huge Savings, Enhanced Service
Ottawa, Ontario, Canada - Mitel, the trusted provider of IP communications solutions and applications that deliver business process improvement, announced today that Navigant has migrated to a Mitel IP communications solution. The Mitel solution standardizes the communications network across Navigant's Canadian operations, enhancing call-handling efficiencies, improving employee satisfaction and significantly reducing long-distance and real-estate costs.
As the company evolved from consumer travel services to become the second-largest corporate travel management provider in North America, its workforce dynamic evolved with the times as well. Because corporate travel is relationship-oriented, Navigant now devotes small teams to each customer rather than operating large, impersonal contact centers. To maximize its success, the company needed a communications solution that would support its guaranteed service levels while providing clients with customized solutions to manage their travel expenditures more efficiently.
Navigant selected the Mitel Teleworker Solution combined with Mitel Customer Interaction Solutions to allow agents to work from remote locations while seamlessly providing access to all the features and functions of the corporate office. This gave the agents a virtual presence in the office even as they worked from home.
"In order to maintain the highest level of service to our customers we provide them with an 85-percent first-time response live agent call-answer guarantee," said Navigant vice president of national operations Sherry Saunders. "With the Mitel solution, we now consistently hit or surpass our customer service guarantees resulting in higher satisfaction for our clients."
Navigant is also benefiting from significant cost savings. IT operations manager Mark Haggerty estimates $200,000 in savings on individual phone lines over the next three years and $1,200 per month in local long distance charges. Additionally, Navigant will reduce maintenance costs by $80,000 a year, not to mention tens of thousands of dollars on future real estate costs.
"Navigant goes to great lengths to support its travel consultants by making it comfortable and productive to work from home," said Delphi Solutions Corp. strategic account manager Lee Garbig. "With the Mitel solution, we were able to eliminate tremendous costs while adding new value as the business grows."
Based on these initial successes, Navigant is devising new strategies for the solution to provide further benefit. Haggerty, for example, envisions an entirely new way of provisioning backup labor.
"Rather than flying backup consultants to a particular office to help fulfill seasonal demand," he said, "we could use the Teleworker Solution for that instead. By linking all of our locations together, backup consultants would be on standby and ready to work without having to travel anywhere."
Contact Center Management routes individual customer calls to the appropriate team. Priority routing is used for c ustomers who prefer to work with one specific consultant, while that individual remains available to take overflow calls within their team. Saunders noted that the solution has had a very positive effect on the company's employees. "Employees' workload has become consistent, rather than one with many peaks and valleys, and that translates into very consistent service delivery for our customers."
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About Navigant
Navigant, is a global provider of travel management solutions that add significant value by reducing costs, increasing management and control, and improving travel efficiency. Navigant delivers integrated travel management solutions blending technology with personalized service and expertise. The company currently employs approximately 5,200 Associates and has operations in approximately 1,000 locations in 22 countries and U.S. territories. For more information, please visit www.navigant.com.
About Delphi Solution Corp
Delphi Solutions Corp. is one of the largest providers of telecommunications systems and associated services across Canada. For 25 years the Company has provided state-of-the-art systems to over 20,000 customers from quality manufacturers that includes Mitel and others. For more information, please visit: www.delphisolutions.com.
About Mitel
Mitel is a leading provider of integrated communications solutions and services for business customers. Mitel's voice-centric IP-based communications solutions consist of a combination of telephony hardware and software that integrate voice, video and data communications with business applications and processes. These solutions enable our customers to realize significant cost benefits and to conduct their business more efficiently and effectively by enabling enhanced communications, information sharing and collaboration within a business and with customers, partners and suppliers. Mitel is headquartered in Ottawa, Canada, with offices, partners and resellers worldwide. For more information, visit www.mitel.com.
© Press Release 2006
