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.
Customer Experience & Contact Center
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.
"We found that Avaya offered the perfect solution to meet our communications needs. We were impressed with the solution’s features and capabilities."
—Mr. Sivakumar Kanakarajan, Head of Advertising & E-Commerce, Poorvika
AVAYA SOLUTIONS HELP POORVIKA MOBILES ACQUIRE A RELIABLE, MODERN COMMUNICATIONS SYSTEM
Poorvika Mobiles, a privately owned company, is a leading multi-brand retail chain that deals in mobile phones and connections, accessories, chargers and internet data cards in India. A move to its new state-of-the-art six-floor office headquarters in 2015 prompted Poorvika to assess its communications systems. It decided to upgrade to Avaya’s Internet Protocol (IP) telephony platform and high-definition video conferencing system. The company is aiming to increase cost savings and deliver better services to over 4 million customers.
Supporting a Growth Strategy
Poorvika started as a single store in the year 2004 with six employees. It now has a considerable presence in South India with around 240 showrooms across 43 cities and 4000 employees. The company is doing well and has set its sights on emerging as India’s largest retail chain for mobile phones and accessories. Poorvika is clearly on the growth path and felt the need for more efficient ways to engage with its employees, partners and customers.
The Search for a Comprehensive Solution
“We were working with so many different service providers for different services and coordination was becoming very difficult. We looked for an end-to-end solution that would offer data, voice and video features from a single vendor,” says Mr. Sivakumar Kanakarajan, Head of Advertising & E-Commerce, Poorvika Mobiles. The challenge was to find a complete solution for the company’s communication needs – a voice-over-IP, unified communications solution that would be easy to deploy, could reduce telecommunication costs, and support the company’s growth plans.
There were deciding criteria that made Poorvika choose Avaya such as low total cost of ownership (TCO), proven technology and availability of support. “After evaluating several OEM products in the market, we found that Avaya offered the perfect solution to meet our communications needs. We were impressed with the solution’s features and capabilities,” continues Mr. Kanakarajan. The solution comprises the Avaya IP Office communications platform and the Avaya Scopia XT5000 video communications system across 12 company locations.
Increase Contact Center Efficiency
Avaya IP Office Server Edition provides Poorvika with IP Office telephony capabilities, unified communications, mobility and collaboration. The IP telephony system enables better connectivity and clarity while facilitating smooth and continuous communication at all times. The technology has also been easy to use and manage.
The company has 3 multi-channel contact centers for handling incoming product support and information inquiries from customers. These contact centers mainly serve as a helpline for customer queries on insurance, store locations as well as providing customer service and support.
The Avaya solution has user friendly features which enable better customer contact in multiple ways via multichannel functionality for voice, email, web chat, SMS, and fax. Poorvika expects to improve efficiency while reducing costs.
Real-Time Collaboration Leads to Improved Productivity
Poorvika quickly began experiencing the video conferencing system’s benefits. The company now has a more modern communications platform that offers a more robust user experience for employees. Employees can engage from any location leading to enhanced collaboration and improved productivity.
"Everything is going smoothly and any issue gets resolved immediately. Moreover, the staff can now focus on more high-value activities without the need to look into network issues. Avaya has delivered an excellent solution."
—Mr. Sivakumar Kanakarajan, Head of Advertising & E-Commerce, Poorvika Mobiles
A High Quality Communications Solution
The Avaya solution enables effective easy-to-use video engagement with employees. Video conferences are regularly held daily, connecting the headquarters and staff at various locations. They are also used by management to convey important communications and announcements to all employees.
Moreover, the reliable, high-definition video solution helps in the efficient delivery of training programs while simplifying and improving the training process. The video conferencing system has cut down travel between cities especially when face-to-face meetings are required. Going forward, Poorvika expects a significant reduction in operational and travel costs leading to increased savings. “The Avaya solution is excellent. We’re very comfortable with doing video conferences now. This is more effective than email or other applications used in the past for briefing or communicating with employees across our head office and regional sales offices,” says Mr. Kanakarajan. Video conferences are also held for the purpose of motivation, reporting and performance reviews.
“Everything is going smoothly and any issues get resolved immediately. Moreover, the staff can now focus on more high-value activities without the need to look into network issues. Avaya has delivered an excellent solution,” says Mr. Kanakarajan.
Looking Ahead With a Trusted Business Partner
Poorvika is set to capitalize on the mobile revolution sweeping the country with the Avaya solution providing the flexibility to easily scale with their changing communication needs. Poorvika is also looking at online shopping and e-commerce to drive sales and profitable growth. Aiming to reach new heights, the company is already planning to turn to Avaya and extend these solutions to the rest of its retail base to support its growing communication needs and help achieve its goals.
Deploy a flexible, reliable, cost-effective communications platform to support multiple locations
Improve communication throughout the company
Reduce operational costs such as travel expenses, and increase savings
Reduce complexity resulting from the use of multiple providers
Seamless communication between staff in multiple locations
Poorvika is a leading destination for online mobile shopping in India, offering some of the best prices and a completely hassle-free experience with options of paying through Cash on Delivery, Debit Card, Credit Card and Net Banking processed through secure and trusted gateways. Shop now for your favorite Mobiles, Tablets & Gadgets . Poorvika has over 200 one-stop-mobile-shops across 43 cities in Tamil Nadu, Pondicherry and Karnataka. The company enjoys warm relations with manufacturers and continues to win laurels for its sales, riding on the success of the Indian mobile revolution.
"We were working with so many different service providers for different services and coordination was becoming very difficult. We looked for an end-to-end solution that would offer data, voice and video features from a single vendor."
—Mr. Sivakumar Kanakarajan, Head of Advertising & E-Commerce, Poorvika Mobiles
Poorvika is a leading destination for online mobile shopping in India, offering some of the best prices and a completely hassle-free experience with options of paying through Cash on Delivery, Debit Card, Credit Card and Net Banking processed through secure and trusted gateways. Shop now for your favorite Mobiles, Tablets & Gadgets . Poorvika has over 200 one-stop-mobile-shops across 43 cities in Tamil Nadu, Pondicherry and Karnataka.
What our Customers are saying
"We looked for an end-to-end solution that would offer data, voice and video features from a single vendor."
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v. 1.0 January 27, 2018
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