Grupo Transcoma

100-2,499 Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

Services

"Avaya showed us a much more robust and reliable solution, with better technology.”

— Giles Antonio, Organization and Systems Director

Benefits

Increased Productivity
Improved Customer Service
Reduce Cost

GRUPO TRANSCOMA CHOOSES AVAYA TO RESTRUCTURE AND UNIFY ITS COMMUNICATIONS

Grupo Transcoma, one of the most powerful and solid holding companies in domestic and international commerce, is conducting a thorough restructuring of its communications platform as a key part of its global implementation strategy.

Transcoma, a company mainly dedicated to maritime agency services, customs, freight forwarding and logistics, was experiencing issues with the maintenance of a switchboard at its headquarters in Barcelona. This marked the start of an initiative that would lead to a global project to unify communications, which is still being finalized.

“We wanted a partner we could trust to maintain our already obsolete switchboard. We were not satisfied with the service we had received up until then nor with the high costs. After much comparison, we chose an Avaya business partner because their professionalism was apparent from the first contact.”

“Their advice has been key in carrying out the entire restructuring process, always aware that our strategy centers around communications,” explains Giles Antonio, Organization and Systems Director.

The switchboards have not only been upgraded at the headquarters in Barcelona, but also in Barajas, Coslada and Valencia. The 26 offices that Transcoma has throughout Spain, Europe and North Africa will gradually be updated, with over 400 extensions (approximately 250 extensions are already on the Avaya network).

“Our organization's main goal is to offer our customers integrated logistics solutions to help them develop their business relationships both nationally and internationally,” continues Antonio. “To achieve that, we needed to modernize our telephony, replacing limited functionality switchboards with Avaya IP Office V.8.1. We had other offers, such as a solution from Neris, but Avaya showed us a much more robust and reliable solution, with better technology.”

“In the midst of the process of changing from analog to digital, Avaya seemed to be the best value for the money and, in general the most competitive. In fact, today we still feel exactly the same and we are expanding the VoIP services.”

 

Unification and VOIP

The replacement of the old switchboards has been accompanied by the introduction of VoIP, a project that is also currently in development. Many small offices are migrating from conventional switchboards to IP phones, enabling the unification of some offices while reducing maintenance costs for the entire infrastructure.

“We were paying very high maintenance and administration costs due to having so many offices. The obsolete terminals are being replaced without the need for hardware. We are realizing cost savings because we do not have to invest in new switchboards but can connect the smallest locations to the central switchboard via the VPN. The idea is to have only three switchboards that unify all offices,” explains Antonio. Other advantages provided by the IP Office platform are:

  • Converting cell phones into extensions without call costs
  • Smart call routing at the most convenient rate 
  • Forwarding each call to the right person, even if the person is currently in another location
  • Customized spoken information
  • Obtaining global call reports
  • Eliminating costs between offices by connecting all IP Office systems to the network
  • Ability to reach all employees by dialing only the extension
  • Enabling expansion at any time, with the flexibility to add mores users and locations easily

The upgrade process has been implemented without interruption in daily activities. The chosen terminals were 1600 Series Deskphones, with a very intuitive interface that has made the transition very easy for employees.

CHALLENGES

• High cost of switchboard maintenance at the various offices
• Need to unify communications
• Future expansion

VALUE CREATED

• VoIP technology
• Switchboard multifunctionality
• Simple and intuitive administration

In addition, Avaya IP Office 8.1 administration is very easy to use and eliminates the complexity of monitoring communications in environments with multiple locations, which has enabled the effective management of several sites from one centralized location. Adjustments can be made with a simple administration tool, saving time, labor and money.

In fact, Giles Antonio stresses, “Avaya helps us keep the costs of our IT department steady through simple administration and by following standard operating procedures that allow us to be autonomous in our daily activities.”

3500 series switches were installed at the offices in Barcelona, Barajas, Coslada and Valencia to complete the phone system. This whole series is fitted with a one-minute plug-and-play certificate for IP phones, intuitive GUI management and automated configuration.

Transcoma is also utilizing Avaya’s Manufacturer Support Service for IP Office, which delivers remote technical support and upgrade licenses to keep their solutions up to date.

About Grupo Transcoma

Grupo Transcoma's origins date back to 1810, when Agencia Marítima Daniel Ripol y Cía was established in Barcelona, performing shipping activities. In 1940, it adopted the trading name Transcoma. In 1969, Transcoma intensified its expansion into the management of customs, freight forwarding and logistics activities. As a result, Grupo Transcoma was formed, a family organization with 100% national capital.
For more information: www.grupotranscoma.com

CUSTOMER PROFILE
  • Headquarters:

  • Spain

Grupo Transcoma's origins date back to 1810, when Agencia Marítima Daniel Ripol y Cía was established in Barcelona, performing shipping activities. In 1940, it adopted the trading name Transcoma. In 1969, Transcoma intensified its expansion into the management of customs, freight forwarding and logistics activities. As a result, Grupo Transcoma was formed, a family organization with 100% national capital.

What our Customers are saying
"Avaya helps us keep the costs of our IT department steady through simple administration and by following standard operating procedures that allow us to be autonomous in our daily activities.”

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  • Giles Antonio

  • Grupo Transcoma

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