Clarity Travel

Overview

Clarity Travel are a top 10 UK based business travel agency and part of the wider Portman Travel group, which includes Elegant Resorts, Destination Sports Experiences and If Only. Clarity are experts and industry leaders within their field, providing high quality global business travel.

Each solution is tailored to the individual needs of the customer, ensuring their travellers get a seamless experience, with the best choice of rates and fares.

Clarity’s core values are listen, adapt and deliver. They pride themselves on their customer service which can be seen with their recent achievement of securing a Service Mark with Distinction from the Institute of Customer Service.

Situation

Being a global business that is open 24/7, 365 days a year, a robust phone system became incredibly important for Clarity. They have multiple locations with more than 400 employees, a large number of their customer interactions take place over the phone, so it is crucial all calls are routed to the correct individual.

Due to the rate that Clarity were growing, they needed a more updated system that could address the issues of today.

Clarity have been a Wavenet customer for several years, using their Cloud Unified Communications and Contact Centre solution. When Clarity decided to improve their current solutions, they knew they could turn to Wavenet.

"We have a great relationship with Wavenet and had confidence in their levels of expertise and that they'd deliver on any promises.”

Matt Hill

Network & Telecoms Manager at Clarity

Solution

Wavenet recommended a Mitel Connect hosted system. This supported Clarity with their client interactions as it helps direct traffic in the direction it needs to go by seamlessly routing calls around their different locations.

A notable benefit of the Wavenet solution was during the Covid pandemic, when more than 400 staff members had to adapt to working from home. Due to the solution provided Clarity's team were able to transition to remote working, without impacting the service provided to their customers.

Implementing a new UC solution across multiple sites was inevitably going to be a challenge and with multiple go-live dates at each location, a project manager was assigned to Clarity to help staff members understand each stage of the process.

Following the set-up, Wavenet provided online and in-person training for each site to teach Clarity staff members how to use the system in the most efficient way. Wavenet continued to provide training and support until Clarity felt comfortable they could operate the systems to a high standard. The next step was to assign engineers to each location to make sure that any issues that may happen can be resolved as quickly as possible.

The Results

The Wavenet Cloud unified communications and contact centre solution  provided many benefits for Clarity Travel. These benefits included:

• The ability to route calls through criteria set by Clarity
• Enhancements for the customer - call back option, comfort and Interactive Voice Response (IVR) messages as the customers call in
• Improved employee productivity
• Improved employee wellbeing due to work from home capabilities

"The overall experience with Wavenet was very positive and well received within the business, all of the key selling points were met and the system delivered on what was expected."

Matt Hill

Network & Telecoms Manager at Clarity