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Club Tourism operates a wide range of businesses, including domestic and overseas travel, club activities and seminars for the 3.6 million households across Japan that subscribe to its monthly news magazine “Tabi no Tomo（Friends of travel)”. The heart of Club Tourism’s business is its domestic and overseas tours.
Since publishing the first issue of “Tabi no Tomo” in 1985, Club Tourism today has 14 call centers nationwide, handling tour planning, organization as well as bookings and enquiries by phone. Increased demand for its services is driving the need for better capabilities to handle huge call volumes, especially during peak periods. . Also, because the company’s systems for collecting and managing incoming-call statistics were installed at individual call centers, it was impossible for head office to ascertain call figures that will enable prompt and effective respond to call overflow. The company needed a cost-effective centralized operation and management of its calls.
The Avaya IP telephony system was installed at Club Tourism’s call centers. Club Tourism took the opportunity to update its workflow for call statistic collection under a unified management system using the Avaya Call Management System. Another visible impact of the IP telephony system is a reduction in communication and operation costs. Club Tourism previously used the public telephone network for calls between centers, but it now uses the IP network to bring such calls in-house. In addition, support for PBX setting updates and network modifications is now centralized enabling a reduction in manpower and cost involved in operation and management.
Among future enhancements are increased coordination between the IP telephony and CTI systems, and increasing the use of the Internet, with the aim of increasing business opportunities by enabling appropriate responses to customers in accordance with their leisure interests.
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