British Airways
BA Challenges
The British Airways Group had a number of different voice systems in operation, servicing its 15,000 employees at Heathrow and Gatwick, all of which were outdated, outsourced and costing the company a fortune to run. - BA had identified its outmoded communications model as a weak link in its drive for operational efficiency and unrivalled customer satisfaction.
- BA required a solution and a provider that could deliver a reduction in the total cost of ownership of its telephony systems; an improvement in system availability; a step change in service delivery; and an enhancement in customer experiences.
Solution
- 2e2 was able to outline a detailed design and implementation plan to replace the existing patched voice systems with a single, highly functional and resilient converged voice and data solution.
- This core component was underpinned by a comprehensive Managed Service solution comprising 24/7 hardware and software maintenance; a proactive IPT patch management programme; hardware and application remote monitoring, and onsite engineering to supplement second line support.
- The solution uses a total of 8,500 Cisco IP phones supported by the Cisco CallManager application which processes all call traffic and Cisco MeetingPlace, a conferencing application. The service is delivered over a reliable and robust Cisco Ethernet-based network.
Business Advantage
British Airways Group continues to benefit from its partnership with 2e2 at a number of levels:
- A reduced TCO and ongoing telephony savings
- 99.6% service reliability delivering improved customer service levels and an all round better customer experience.
- Reduction in training and IT maintenance costs through a central administration interface allowing for quick and easy ‘moves, adds and changes’.
- Converged network IP platform enables BA to realise further productivity gains in the future.
- Return on initial investment within a three-year time scale.
The new IP telephony system gives us the flexibility and functionality to run a busy airport terminal at a significantly lower cost than that possible with the legacy systems.
