British Airways

BA Challenges

The British Airways Group had a number of different voice systems in operation, servicing its 15,000 employees at Heathrow and Gatwick, all of which were outdated, outsourced and costing the company a fortune to run.
BA had identified its outmoded communications model as a weak link in its drive for operational efficiency and unrivalled customer satisfaction.
BA required a solution and a provider that could deliver a reduction in the total cost of ownership of its telephony systems; an improvement in system availability; a step change in service delivery; and an enhancement in customer experiences.

2e2 was able to outline a detailed design and implementation plan to replace the existing patched voice systems with a single, highly functional and resilient converged voice and data solution.
This core component was underpinned by a comprehensive Managed Service solution comprising 24/7 hardware and software maintenance; a proactive IPT patch management programme; hardware and application remote monitoring, and onsite engineering to supplement second line support.
The solution uses a total of 8,500 Cisco IP phones supported by the Cisco CallManager application which processes all call traffic and Cisco MeetingPlace, a conferencing application. The service is delivered over a reliable and robust Cisco Ethernet-based network.

British Airways Group continues to benefit from its partnership with 2e2 at a number of levels:

A reduced TCO and ongoing telephony savings
99.6% service reliability delivering improved customer service levels and an all round better customer experience.
Reduction in training and IT maintenance costs through a central administration interface allowing for quick and easy ‘moves, adds and changes’.
Converged network IP platform enables BA to realise further productivity gains in the future.
Return on initial investment within a three-year time scale.