case study

Innovative Aircraft Company

Challenge

The challenge for this aircraft company was that they recognized that each division in the company held the answer to specific questions or problems that customers where asking. Many of their workforce roamed throughout their facility and were rarely just in their office. The question they asked- was there a way of routing calls to individuals and teams who work all over the facility to immediately assist one of these high value customers?

Solution

Most companies use traditional call centers for their customer support or sales. For the most part, this works great. But, there are many applications were a mobile solution could add a depth of knowledge and an immediate response in supporting the customer’s questions and even assist in closing sales. This particular aircraft company is a perfect example of this. When this company heard about the TernioSwitch they decided to try it, but a few things had to occur to make this a success. The first was to clearly segment each division of their company into their particular specialty. Each specialty (group or individual) was given a “skill” (group name). In this case they included sales teams, mechanics, engineers, legal, finance, etc. Then all of the teams downloaded the TernioSwitch onto their own cell phones, and simply logged in when they came to work. Once this was setup, the call center could easily conference in or transfer to the specific “skill” (specialty), and whoever was available in that “skill” would get the call where they immediately address the issues, concerns, questions or sales inquiries directly with the customer, all of this occurring in seconds. The implementation was a success.

“Our values of innovation and service rely on the technologies offered by our strategic partners (which you are now one of)”

M. R. – V.P. Information Technology

Author avatar
Jonathan White