1. Case Study - SBN
Contact Centre Solutions
About Mahindra Holidays back-hauled to their main Call center incoming calls and distributes to the
Mahindra Holidays & Resorts India Ltd. location at Chennai through point-to- agents. This solution is robust, resilient
is part of the USD 6.7 billion Mahindra point leased lines. With this setup and typically the call handling capacity
Group, one of India‟s leading Industrial Mahindra Holidays not only had issues is only limited by the number of PRIs
Houses. The Group has interests in related to voice quality and mainte- terminated on the ACD PBX.
various sectors such as Automotive, nance of VoIP gateways, but also had
Auto Components, Farm Equipment, to spend heavily on inter-city leased
Value proposition for Mahindra Holidays
Trade & Financial Services, Infrastruc- line charges. Limited
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
Ltd., a part of the infrastructure sector Reliance has provided a centralized and helps to s trengthen the Brand.
of the Mahindra Group brings to the Single Board Number based Contact
Allows clients to dial local number from
industry values such as Reliability, center solution. All their remote loca-
their respective locations to reach Main
Trust and Customer Satisfaction. tions have Fixed Line Phones and all
contact center
Started in 1996, the company‟s flag- these locations are activated with a
Single Board Number (3988 0000). Ease of Maintenance – Mahindra
ship brand “Club Mahindra Holidays”,
This helps their customers and pros - Holidays internal support team is now
today has a fast growing c ustomer
pects across India to reach the Main free of maintaining VoIP gateways and
base of over 60,000 members and 15
Call Center at Chennai by dialing only multi-vendor coordination.
resorts at some of the most exotic
spots in India and abroad. a local number from their respective Enhanced Performance – Calls are
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
Whenever a client makes a local call it marketing tool
customers. Its CRM system also tracks
important member information and will land in a Fixed Line Phone provi- Reliance SBN contact center solution
preferences to enhance the total holi- sioned at the nearest Mahindra Holi- had not only helped Mahindra Holidays
day experience. days location and are auto-forwarded to overcome all the limitations they
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