Case Study - SBN

Contact Centre Solutions

About Mahindra Holidays back-hauled to their main Call center incoming calls and distributes to the

location at Chennai through point-to- agents. This solution is robust, resilient Mahindra Holidays & Resorts India Ltd. point leased lines. With this setup and typically the call handling capacity is part of the USD 6.7 billion Mahindra Mahindra Holidays not only had issues is only limited by the number of PRIs Group, one of India‟s leading Industrial related to voice quality and mainte- terminated on the ACD PBX. Houses. The Group has interests in nance of VoIP gateways, but also had various sectors such as Automotive, to spend heavily on inter-city leased Auto Components, Farm Equipment, Value proposition for Mahindra Holidays

Limited line charges. Trade & Financial Services, Infrastruc-

ture and Information Technology. Reliance Single / Similar Board Client Convenience – Single number

Number (SBN) based Contact Centre across the country makes it eas y for

Solution Mahindra Holidays & Resorts India Customers to remember one number

Reliance has provided a centralized Ltd., a part of the infrastructure sector and helps to s trengthen the Brand. Single Board Number based Contact of the Mahindra Group brings to the Allows clients to dial local number from center solution. All their remote loca- industry values such as Reliability, their respective locations to reach Main tions have Fixed Line Phones and all Trust and Customer Satisfaction. contact center these locations are activated with a Started in 1996, the company‟s flag-

Ease of Maintenance – Mahindra Single Board Number (3988 0000). ship brand “Club Mahindra Holidays”, Holidays internal support team is now This helps their customers and pros - today has a fast growing c ustomer free of maintaining VoIP gateways and pects across India to reach the Main base of over 60,000 members and 15 multi-vendor coordination. Call Center at Chennai by dialing only resorts at some of the most exotic

a local number from their respective Enhanced Performance – Calls are spots in India and abroad. locations. In their Main Call center lo- switched end-to-end on Reliance‟s

cation at Chennai 3 PRI‟s are provi- TDM backbone giving best voice qual- MHRIL has made significant inves t- sioned and terminated on the ACD ity ments in „state of the art‟ IT sys tems to EPABX.

Business Enhancement – Turns streamline their operations and proc-

phone number into a very powerful esses to give smoother services to its

marketing tool Whenever a client makes a local call it customers. Its CRM system also tracks

will land in a Fixed Line Phone provi- Reliance SBN contact center solution important member information and sioned at the nearest Mahindra Holi- had not only helped Mahindra Holidays preferences to enhance the total holi- days location and are auto-forwarded to overcome all the limitations they day experience. by Reliance local MCN‟s ILT switch to faced with the old setup, but also en-

Mahindra’s concerns with their pre- the Pilot Number PRI provisioned in dow with an ideal platform to run their

vious setup the Main Call Center. The moment a contact center operations more effi- Each of their locations across the call is forwarded, the Fixed Line Phone ciently and free of Capex, Opex and country had multiple Centrex/FLP lines is free to receive another call . The Obsolescence cost. connected to VOIP gateway and then ACD EPABX does the sequencing of

Amol Vidwans

CIO

M/s Mahindra Holidays & Resorts India Ltd.

F or m ore d e ta ils, p le as e co n ta ct bu sin e sss ol ut ion stn .r co m @re li an c ea d a. co m