AltiGen Communications Case Study

AltiGen Communications
Case Study
Client
Britannic Aviation
Customer Profile:
Established in 1991, Britannic Aviation is an internationally focused aerospace
logistics support organization, providing parts support to airlines, aircraft
manufacturers and maintenance facilities across the globe. Britannic Aviation is a
worldwide distribution company, providing unparalleled service and support to
the commercial aviation industry. As Authorized Stocking Distributors for many
of the worlds leading manufacturers of aircraft equipment, Britannic Aviation has
rapidly become recognized as one of the World's prime suppliers to airlines,
maintenance facilities, aircraft manufacturers, leasing and finance companies
worldwide.
#1806
Telephony Challenge:
Britannic Aviations faced their first telephony challenge when it looked to expand
business operations into the US market. In 2002, Britannic Aviation acquired US
based Londavia, Inc. whose integration into Britannic Aviation is now complete.
As a result of this expansion however, Britannic Aviation was challenged to find a
way to cost effectively and efficiently communicate between the United States
and United Kingdom. This challenge would involve two global players needing to
overcome an ocean to become a single entity with complete sales, service and
warehouse operations in both the UK and US.
After evaluating the phone systems and communication technology
implemented in each location at the time of the merge, Britannic Aviation quickly
realized that tying the two systems together was not going to be possible. The
newly acquired US office was utilizing limited, and expensive, Centrex services
from the local phone company which required contracting for additional voice
mail and auto attendant functionality needed to conduct daily business.
Additionally, the UK office was using an older, traditional proprietary KSU phone
system mounted on the wall in the office. This system also offered only limited
functionality and had no capability for necessary expansion. Britannic Aviation's
goal of unifying communications between offices would require looking for a
new telecommunication phone system that could not only tie both offices
together to better service their customers, but a system that could also support
their numerous remote sales offices located around the globe.
In the process of analyzing their communications challenges and evaluating
available phone system solutions, Britannic Aviation began working with Starship
Corporation, an authorized AltiGen Reseller in New Hampshire. Comparing the
capabilities of the AltiGen IP-PBX solution with the communication challenges
they faced, Britannic Aviation quickly recognized the benefits of the AltiGen
solution and chose to install AltiGen IP-PBX systems in both their US and UK
office locations.
Britannic Aviation Case Study
Installed AltiGen Solution:
Britannic Aviation now has two AltiGen systems installed, one at their office
location in the US and the other at their office location in the UK. Both systems
are networked together and support the communication requirements of three
remote offices. Eliminating the associated complexity and cost of an international
long distance call makes reaching any employee as simple as dialing a 3-digit
extension. AltiGen's IP-PBX solution is ideal in solving Britannic Aviation's
functionality, scalability, and communication challenges.
AltiGen's converged telephone system solution delivers a perfect solution to meet
the requirements of Britannic Aviation's multiple office locations. The AltiGen
system installed in the UK office supports the voice traffic of over 20 extensions,
while the AltiGen system at their US office location utilizes AltiGen's T1/PRI
capabilities and supports the voice traffic of over 30 extensions and 3 remote
offices via IP extensions. Each is seamlessly integrated via AltiGen's VoIP
technology. Although an ocean separates the sytems, interoffice calls, system
wide call routing, unified dialing, and voice mail messaging are transparent
between locations. Taking advantage of AltiGen's Distributed Intelligence
Network Architecture and utilizing the DINA Multi-System Management tool,
Britannic Aviation can now manage and synchronize their multiple systems and
remote offices with a single administrative tool.
To support the needs of the various departments and workgroups within each
office, Britannic Aviation utilizes the Automatic Call Distribution functionality that
comes standard in every AltiGen system. Britannic Aviation has customized their
company Auto Attendant so that calls are delivered efficiently and effectively to
the appropriate workgroup. They have also set up specific parameters within the
system to route calls back to an operator so that a live employee assists every
caller. Additionally, Britannic Aviation has installed AltiGen's AltiView desktop PC
communications productivity application for each employee. For the operators in
both the UK and the US office locations, AltiGen's AltiConsole PC operator
attendant console simplifies call management. AltiConsole offers easy call
processing and helps the attendants maintain personal service to callers.
Britannic Aviation Case Study
Benefits, Feedback & Results:
One of the primary reasons Britannic Aviation began looking at new IP phone
system technology was a result of the tremendous amount of money they were
spending on maintenance services and long distance between their US and UK
offices. After implementing AltiGen's IP-PBX solution, Britannic Aviation has
successfully eliminated the long distance toll costs between their office locations
and can now manage both systems on their own, with AltiGen's DINA MultiSystem Manager. Additionally, by replacing their old phone system technology
with a state of the art IP-PBX communication solution from AltiGen, Britannic
Aviation was also able to renegotiate a better monthly rate on their T1/PRI service.
According to Greg Kelley, Britannic Aviation's Technology Director, "One of the
most impressive features of the AltiGen system is its ability to handle changes.
The Administrator interface is well laid out and intuitive in its functionality,
allowing us to do Moves, Adds, and Changes (MACs) very quickly. Unlike other
systems we looked at that required a trouble ticket and a call to an authorized
technician to make a change, we are in control of our own installation."
Another benefit the AltiGen solution provides Britannic Aviation is the ability to
make VoIP calls in between offices. The system allows employees to "hop-off,"
accessing a local outside line in either the US or UK, and then dial out to make a
local call. All these benefits have dramatically cut Britannic Aviation's telecom
costs per month. Greg Kelley also stated, "We do not add technology for the sake
of having the latest and greatest. We work on a realistic technology budget and
when it came time to replace and upgrade our phone systems, I was able to
show an ROI of only two years based on the competitive cost of the AltiGen
systems we purchased and the cost savings of $1500 per month the systems
allowed us to achieve."
A business phone system is the lifeline of any organization. With so much
business conducted over IP everyday between Britannic Aviation's UK and US
offices, it was imperative that AltiGen's IP technology provide "toll quality" sound
service and delivery. Greg Kelley commented on AltiGen's IP voice quality saying,
"We make around 40 calls a day between offices using the IP technology built
into the AltiGen systems and every call is crystal clear. We also have remote
sales people who are very active with their IP phones and the seamless
integration of our remote people is a big plus. The competition simply cannot
achieve the voice quality we are seeing with this system."
Dealer Value:
Kelly Lowther, owner and President of Starship Corporation, has been a long time
AltiGen Authorized Reseller in the New Hampshire market. Their dedication to
AltiGen and commitment to excellence is the foundation for their tremendous
success delivering the AltiGen solution. Starship Enterprises specializes in voice,
data networking and Internet solutions and was able to offer a complete IP
solution to Britannic Aviation. Starship Corporation has been working with
Britannic Aviation since they first installed their AltiGen system. Greg Kelley with
Britannic Aviation indicated that, "In an effort to provide us the best solution
possible and to prove that the AltiGen solution could meet all our
communication requirements, Starship Corporation was so confident this was
the right solution for our company they actually implemented an AltiGen
solution for us to test." He also added, "Since we began working with Starship,
they have gone above and beyond the call of duty. The AltiGen solution has
positively impacted our business in so many ways and we are extremely happy
with the support they provided."