Beijing Caitn Air Service Delivers Enhanced Business Travel Service
29 May 2013
Rich collaboration features enable 200 staff to deliver faster customer response
Company's overall communications costs reduced by about 30%
Beijing, China – Avaya, a global provider of business communications and collaboration systems and services, announced that Beijing Caitn Air Service Co., Ltd. (Caitn), a provider of international flight booking services, has deployed Avaya IP Office solutions to enhance collaboration for its 200 staff, deliver enhanced service to customers and reduce communications costs by about 30%.
Caitn is a certified agent for more than 80 Chinese and overseas airlines, and most of its clients are enterprises, institutions and government organizations. The company currently has two locations in Beijing. To enhance collaboration and more promptly respond to customer inquiries, Caitn decided to update its communications system, and has selected Avaya IP Office, Avaya’s flagship communications and collaboration solutions for Small and Medium Enterprises (SMEs).
Caitn deployed two Avaya IP Office 500 systems to effectively connect the two office locations. All staff have the same dial plan, making it simple and quick to contact colleagues wherever they are. They can also use rich communication and collaboration features, including voice mail, call forwarding and conferencing capabilities for up to 128 people in one call. Caitn staff can conveniently organize or join conference calls no matter where they are.
Caitn has also set up hunt groups for staff in some customer-facing functions. People in one hunt group share the same directory number and the order in which calls are presented can be adjusted according to business needs. This approach ensures that customer calls are not missed and are addressed in an effective way.
The whole platform can be administered from any of the two IP Office systems, making the management convenient and efficient. The whole platform can also be easily expanded. Caitn can add customer services functions when needed, and both communication and customer service operations can be managed within the same platform.
In addition to enhancing collaboration and customer response, the new solution has also helped Caitn reduce communications cost by an estimated 30 percent, since all internal calls are now free.
Quotes: "We wanted to have a communications platform which is easy to implement and manage, and easy to add new functionalities, and Avaya IP Office is exactly what we need. Our staff can now communicate and collaborate in a more effective manner, and we can add customer service modules conveniently when there is such demand. We believe the new platform will provide strong support for our business growth." --Chen Hua, General Manager, Caitn
"SMEs need advanced communication and collaboration capabilities to help them win in an intensely competitive market. At the same time, they want the system to be simple and easy to use. Avaya IP Office is designed to address the requirements of SMES, and can enable them to build advanced and easy-to-manage systems in a cost-effective way – allowing them to focus on growing their core business building their market presence." --John Wang, Managing Director, Greater China, Avaya
Tags: Avaya, IP Office, SME, travel, unified communication, collaboration, China
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