| Founded in 2006, Mangocity is one of the leading players in China’s online travel services provider. Faced with intense competition from incumbents and new entrants, Mangocity wanted to differentiate itself by providing superior and personalized services to its customers.
To achieve this, Mangocity decided to closely integrate its website and call center to provide a consistent, branded experience to its customers. Through the new system, Mangocity hopes to be the industry leader in proactive, responsive services for online travel services customers nationwide.
Avaya customized a complete solution for Mangocity. A single customer service number was set-up across all Mangocity’s offices, and call agents across the different branches can access the same customer information, ensuring comprehensive and consistent service to customers regardless of where their calls are received. With the excellent availability that Avaya’s technology provides, Mangocity’s call center is now able to cope with large call loads 24/7, even during the peak travel season. The system is also configured in active-standby mode, allowing greater stability and providing for business continuity. Additionally, Avaya’s Call Management System (CMS) provided Mangocity with the capabilities to manage the call centers’ performance and make statistical analysis to support further improvements in operations.
The call center has offered Mangocity with a significant competitive advantage in terms of resource integration, business development and customer service, and has enabled Mangocity to become a leading online travel services provider in China.
| 
Back to Case Studies 
