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Video case study: Using unified communications to improve customer service

23rd Jan 13 5:40 pm

Are you looking to grow while finding new efficiencies and adding value for your customers? The management of Portman Travel explains how the right technology can help you

This video is brought to you in partnership with ShoreTel.

Portman Travel is one of the UK’s leading, independent travel management companies. Following acquisitions and organic growth, the company needed to consolidate and standardise its communications into one resilient, future-proof system that would underpin future growth and Portman Travel’s core strategy of outstanding customer service.

ShoreTel and its business partner, Solar Communications provided an IP-based unified communication system that is at the heart of Portman Travel’s customer service strategy. The system which links 550 users across 17 sites has: empowered contact centre supervisors & travel agents; reduced call waiting times to under three seconds; and provided ed £30,000 ROI.

It empowered supervisors and continues to deliver cost savings and an ever-improving, consistent customer experience across the Portman Travel brand. This includes using communication technology in the future such as videoconferencing to help Portman’s clients avoid travel costs which is an emerging trend in the travel sector.

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