SR Technics

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.

SR Technics

Benefits

Improved Customer Service
Enhanced Collaboration
Reduce Cost

Clear for take off

The right design is key: even seemingly simple telephony solutions can require extensive expertise and careful planning. The implementation of around 2000 telephony ports for SR Technics at Zurich Airport required such planning. It took just five months for Avaya and partner connectis to migrate the customer's entire communication infrastructure.
 
  • Challenge: Functional extensions to the existing communication solution were increasingly inefficient. A tight schedule and the sprawling airport complex made the migration challenging.

  • Solution: The future-proof Avaya Communication Manager now controls all communication tasks for more than 2000 connections.

  • Result: Investment protection, flexible comfort functions and precise reporting – the solution from Avaya reduces costs, provides added value and improves service.

 

"We are extremely happy about changing to Avaya. The project ran exceptionally well, connectis and Avaya cannot be praised highly enough for the smooth implementation."
 
— Roland Muster, Procurement Manager for Indirect Goods and Services, SR Technics
 

SR Technics - No aircraft is allowed to take off without undergoing regular maintenance, especially on the engines.

A lot of preparation is required before an aircraft can safely take off, in particular precise and regular maintenance. SR Technics performs this task for approximately 500 customers worldwide. While its customers take to the skies, SR Technics employees carry out their work solely on the ground. Around 800 aircraft from various airlines are regularly maintained by the technicians. This includes one-off maintenance jobs, as well as modifications and maintenance of whole fleets. At Zurich airport, four hangers, an engine testing bay and various workshops for engines and components are available for aircraft maintenance. More than 3200 employees cater for the needs of their customers.
 
To ensure information is exchanged between customers, technicians and management, there are approximately 2000 telephone and fax connections on the 330,000-square metre site. However, the existing telephony solution had become dated and any change to the system incurred costs. At the end of 2011, SR Technics decided to completely re-tender the entire infrastructure.
 

"Thanks to the futureproof solution provided by Avaya, SR Technics is now well equipped for the challenges of the coming years. This also benefits customer satisfaction."
 
— Lars Stahlschmidt, Partner & Product Manager, connectis AG
 

SR Technics - The interior of an aircraft is completely removed during the major overhaul.

A seamless migration Process

"Our requirements for the new solution were relatively straightforward," explains Roland Muster, Procurement Manager, Indirect Goods and Services at SR Technics. "The migration had to be carried out as "discretely" as possible, cause no disruptions and at the very least offer the same functionality as before." However, there were two key additional conditions. Firstly, the costs of the new solution had to be significantly lower, secondly there had to be a fixed date in place for the migration. "As we were changing supplier, we were concerned that the present service provider would cease operations at the end of contract date," explains Muster. "This would have caused an interruption to the current communication system." Therefore, the whole infrastructure had to be migrated within just five months.
 
The offer proposed by Avaya convinced those responsible at SR Technics and its general contractor MIBAG, as it ensured the continuity of on-site operations and promised to meet the tight deadline. Avaya partner connectis took on the planning and implementation of the project. The first step was to gather information. "As there was no complete overview of all the connections and comfort features, the details for the new solution had to be agreed first," says Lars Stahlschmidt, Partner & Product Manager at connectis. These details included extension numbers and the respective authorisation for calls, call forwarding or cost centres. "As this information was constantly changing throughout the project—as a result of new additions or employees changing their workplace—this data had to be continuously updated," explains Lars Stahlschmidt.
 

Simple exchange during on-going operations

As soon as the communication servers were installed in the data centre, the roll-out of the phones began. There were just six weeks available to carry out this mammoth task. "Our site is huge, with many rooms and winding corridors," says Roland Muster from SR Technics. "To replace all the phones here in such a short space of time was a huge achievement." The existing cabling within the building was re-used with some minor modifications; the bulk of the replacement took place while business continued as usual. "The technicians contacted colleagues in the data centre from each end device, which was then replaced and assigned within the system," explains Lars Stahlschmidt. "Once that had been done, employees were immediately able to make phone calls using the new phones."
 
To ensure that the migration ran smoothly for all parties involved, connectis offered short introductory training sessions to all SR Technics employees in advance. "The response to these voluntary courses was surprisingly positive," concludes Roland Muster. Around 180 training sessions took place over four weeks. "This was an excellent opportunity for our employees to familiarise themselves with the new phone systems and to get to know and test some of the new intuitive and easy-touse features," says Muster. As a result, any inhibitions or fears about using the systems were eliminated from the outset and employees were comfortable with the new features and phones.
 
"The feedback on the new system is overwhelmingly positive and the helpdesk receives very few queries." Muster believes that the intensive preparation definitely paid off. Features such as conference connections and the Avaya one-X® Communicator presence are now also much more widely used.
 

Reports at the touch of a button

Customers and employees of Maintenance Operations Control (MOC) at SR Technics, Zurich airport are now benefitting from the added convenience of the Avaya solution. All global enquiries from service technicians and customers—who wish to order spare parts, submit a maintenance request or report a problem—are directed to the Service Centre. Calls from different parts of the world are now directly routed to the correct contact person.
 
"Based on the phone number, the system recognises where the caller originates and transfers the call to an advisor with the appropriate expertise," explains Lars Stahlschmidt from connectis. This has a positive effect on customer satisfaction.
 
What's more, the Avaya Communication Manager allows the contact centre usage data to be accessed at any time. "Previously, we had to contact the service provider for every statistic," states Roland Muster. "As a result, there were always delays and sometimes requests were not processed at all. Now, authorised employees can retrieve as many reports as they like in as much detail as they need — at the touch of a button and at no additional cost."
 
"Overall, the project ran very smoothly. Avaya and connectis delivered everything they promised," says Muster. "This is by no means commonplace and we have particularly positive memories as a result. Praise is due for this outstanding achievement."
 

About SR Technics

SR Technics is one of the largest independent providers of technical aircraft services in the world. It is a full-service provider of MRO for aircraft, component, and engine services. This is coupled with extensive engineering know-how, broad technical training offerings, and VIP completion services. The group's head office is based at Zurich Airport.
 

About connectis

Avaya's partner connectis focuses on communication and collaboration technologies. With eight sites across Switzerland, the company boasts many years of experience in advising on, implementing and maintaining sophisticated and tailored voice and data communication solutions. The range of services offered is enhanced by an efficient Service Operation Centre, which is available 24 hours a day, seven days a week. Further information is available at www.connectis.ch.
 

Solutions and products

  • Avaya Aura®
  • Avaya Aura® Communication Manager
  • Avaya Aura® Messaging
  • Avaya Aura® Call Center Elite
  • Avaya Aura® Application Enablement Services
  • Avaya one-X® Communicator
  • Avaya one-X® Agent
  • Avaya 9400 Series Digital Deskphones
  • Basic Call Management System – Reporting Desktop
  • Managed Services
 

CUSTOMER PROFILE
SR Technics Logo
  • Headquarters:

  • Switzerland

  • # Employees:

  • 3200

SR Technics is one of the largest independent providers of technical aircraft services in the world. It is a full-service provider of MRO for aircraft, component, and engine services. This is coupled with extensive engineering know-how, broad technical training offerings, and VIP completion services. The group's head office is based at Zurich Airport.

What our Customers are saying
"We are extremely happy about changing to Avaya. The project ran exceptionally well, connectis and Avaya cannot be praised highly enough for the smooth implementation."

Read more testimonials >
  • Roland Muster

  • SR Technics

AVAYA SOLUTIONS DELIVERED