Case Study: TUI Travel

How we helped TUI stay open for business through an office move during its busiest time of the year.

The Problem

TUI, the world’s largest holidays provider, has a Specialist Holiday Group (SHG) that manages its exotic and luxury brands. SHG had to move one of its two main office locations to a new site. Their phone numbers had to be relocated with them to ensure business continuity, but moving ISDN lines to a new location can take weeks.

A smooth and speedy transition was especially important for SHG as the move was scheduled to take place just before Christmas — the busiest time for ski bookings as people make plans for the Easter peak season. Pre-Christmas, SHG’s usual 5,000 daily call volume can rise to 30,000. Any downtime would have led to missed revenue and customer dissatisfaction.

The Solution

SHG decided to write off the PBX at their old site and leverage the IP PBX already in use at the other main office. Once its numbers were ported onto storm®, they were routed to the new sites at the click of a mouse, ensuring business continuity during the Christmas rush and connecting their phones to a telephony platform with 99.999% guaranteed uptime. As well as having greater resilience than an ISDN network connection, storm allows secondary routing to other locations and tertiary routing to mobile numbers, ensuring that TUI staff are available even if travel or weather disruption prevents them from reaching a particular office.

The storm portal also allows TUI to manage their own numbers, freeing them from reliance on their service provider. They can rapidly provision routing plans and time-scheduled call paths and SIP gives the European leisure group a more scalable infrastructure. As SIP lines are allocated through extra bandwidth they can be provisioned on a line by line basis rather than in blocks of 30, like with ISDN, so TUI only pays for the capacity it uses.

The Problem

TUI, the world’s largest holidays provider, has a Specialist Holiday Group (SHG) that manages its exotic and luxury brands. SHG had to move one of its two main office locations to a new site. Their phone numbers had to be relocated with them to ensure business continuity, but moving ISDN lines to a new location can take weeks.

A smooth and speedy transition was especially important for SHG as the move was scheduled to take place just before Christmas — the busiest time for ski bookings as people make plans for the Easter peak season. Pre-Christmas, SHG’s usual 5,000 daily call volume can rise to 30,000. Any downtime would have led to missed revenue and customer dissatisfaction.

The Solution

SHG decided to write off the PBX at their old site and leverage the IP PBX already in use at the other main office. Once its numbers were ported onto storm®, they were routed to the new sites at the click of a mouse, ensuring business continuity during the Christmas rush and connecting their phones to a telephony platform with 99.999% guaranteed uptime. As well as having greater resilience than an ISDN network connection, storm allows secondary routing to other locations and tertiary routing to mobile numbers, ensuring that TUI staff are available even if travel or weather disruption prevents them from reaching a particular office.

The storm portal also allows TUI to manage their own numbers, freeing them from reliance on their service provider. They can rapidly provision routing plans and time-scheduled call paths and SIP gives the European leisure group a more scalable infrastructure. As SIP lines are allocated through extra bandwidth they can be provisioned on a line by line basis rather than in blocks of 30, like with ISDN, so TUI only pays for the capacity it uses.

Before

After

TUI’s Specialist Holiday Group (SHG) had to relocate 300 staff, but many of their phone numbers were tied to their old site and could not be redirected easily. IP-based routing enables TUI to re-route their existing numbers to any destination at the click of a mouse, avoiding the prospect of costly down-time during office relocation.
The move was scheduled for December, when SHG’s usual call volume jumps six-fold due to the ski book¬ing rush: it could not afford to have any numbers out of action. Ease of number management through the storm® online portal means the relocation of business-critical phone lines was accomplished on time ensuring no loss of service.
Bookings by phone are a key earner for SHG, a unit of the world’s biggest holiday firm; revenue is lost if major travel disrupt¬ion prevents staff from reaching their desks. Built-in disaster recovery routing in the storm cloud ensures that, in an emergency, calls can still reach TUI staff at another office or on mobiles and home phones.
Traditional ISDN would have encumbered TUI with an outdated, inefficient infrastruct¬ure as ISDN lines can only be provisioned in blocks of 30 and are relatively expensive. Using SIP trunks to transmit voice and data down the data network eliminates costly line rentals and is more scalable as SIP trunks can be provisioned individually.

How it Works

  1. Content Guru worked with TUI Specialist Holiday Group to migrate their geographic and non-geographic numbers to the storm® platform from an old site as staff were relocated to existing TUI offices in London.
  2. Number routing plans, including secondary tertiary routing for disaster recovery (DR) purposes, are provisioned via the online management portal. DR plans can be activated quickly and easily.
  3. Customer calls flow through the storm platform.
  4. Routing rules provisioned by TUI managers direct calls to either of the two offices, or to home phones and mobile numbers if necessary.
  5. The storm Desktop dashboard shows real-time and historical statistics on voice and data traffic.
“We were faced with the logistical problem of moving offices while making sure that customers and agents could still get through on the phone during the Christmas rush. We chose the storm® platform because it gives us complete control over our telephony estate, enabling us to re-route our numbers at the click of a mouse. In addition, SIP Trunking has helped us achieve cost savings relative to our old ISDN infrastructure, as well as providing us with a platform for enhancing our communications with new IP capabilities going forward.”

Nigel Smith, IT Director, Specialist Holiday Group, TUI Travel.

Learn More

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