Making contact easier

The company that provides customer care solutions to one of Europe’s largest airline alliances, has outsourced most of its...

Mindpearl provides customer care solutions to airline alliance Qualiflyer, with its remit ranging from a full reservation service and 24-7 help-desks to post-flight satisfaction interviews in more than 20 languages. 

Since start-up four years ago, Mindpearl has grown into a €30m business with more than 6m annual customer transactions from centres across four continents. Mindpearl wants to make sure it can keep waiting times to a minimum, drive down costs, and ensure full agent utilisation. 

To meet these requirements, the company went to Avaya to install and manage the supplier’s MultiVantage Communications System that allows it to offer functionality such as collaborative web browsing, web chat and call back capabilities. 
The type of service provided by Mindpearl requires round-the-clock availability on a global basis.  Russell Phillips, Mindpearl global IT director, says, “As a company Mindpearl is a strong believer in the power of collaboration – both internally and with our key suppliers. 

“We decided to initially approach maintenance in that way, with our Mindpearl IT team handling many of the routine support tasks, and selectively engaging the Avaya resources for more specialised assistance.”

Russell says that by outsourcing the majority of it contact centre functions to Avaya, Mindpearl’s in-house IT team can be re-directed toward delivering revenue-enhancing customer care services to its clients. 
Avaya provides Mindpearl with continuous 24-7 network monitoring with remote fault isolation and resolution.  Problems that cannot be remotely fixed are seen to by support technicians who are dispatched to site by Avaya. 

If network trouble arises Avaya performs a root cause analysis to get to the problem and prevent it from re-occurring.  Avaya also provides a tier 2 helpdesk, where any calls received by Mindpearl's IT desk are forwarded to it if they are connected with Avaya’s equipment or applications. 

This article was part of Computer Weekly's managed services business channel, sponsored by Computacenter.

Read more on IT for small and medium-sized enterprises (SME)