Textron Financial- simplifies voice, extends connections
Textron is one of America's largest and best-performing multi-industry companies with revenues over $11 billion and approximately 49,000 employees. They lead the market in aircrafts, fastening systems, industrial components and products, and finance operations. They rank 174th on the Fortune 500 list.
Missed connections
Mobile employees at Textron Financial, a business unit of Textron Inc., were experiencing difficulties connecting to co-workers during business travel. The combination of multiple communication devices, widespread distribution of employees across numerous sites, time zone changes, and the lack of an enterprise employee directory made it difficult to connect to anyone but a small, immediate group of contacts. As the number of mobile employees increased, the accessibility to on and off-site employees was on the decline.
Novel service
Parlance approached Textron with a novel service to simplify their voice connections. After installing the NameConnector® service mobile employees were able to dial a designated number, say the name of any Textron Financial employee and be automatically connected. The service provides 24/7 accessibility and improved the safety of traveling employees. No more dialing while driving.
Enterprise rollout
The NameConnector service was so well received by Textron Financial employees that it was rolled-out to four additional Textron sites. Today, employees are easily connected to any co-worker within the five sites. NameConnector enabled operators to concentrate on callers who need specialized assistance.
Off-loading branch volume
One of Textron Financial branches was experiencing increased call volume to their main number. Instead of hiring an additional operator, the NameConnector service was configured to handle the overage calls. Today, callers to their main number are greeted before the second ring with a customized dialog, say the name of the employee and are automatically connected. Callers who need assistance say, “Operator” to connect with a live person. The service connects over 30,000 “public” callers per month.
Enterprise adoption
Textron utilizes multiple NameConnector service applications across the organization to provide their enterprise calling community with fast, effortless caller connections. Each application is customized depending on the caller’s needs and the objective of the application. Combined, NameConnector service connects over 80,000 Textron callers per month.
Extending the voice network
NameConnector has also extended the reach of Textron’s voice network to contain alternate destinations including: designated employees’ cellular phones, departments, conference rooms and company “common” destinations such as airlines and travel agencies. Common connections made easy.
Simplified administration
The service has streamlined telephony operations by producing a complete, current directory of all destinations and simplified the maintenance process by providing an on-line tool for adds, changes and deletes. Performance reports assist in determining what, if any, measures should be taken to improve caller connection rates across the organization.
“NameConnector Service has been widely embraced across our organization. It's scalability and flexibility have enabled us to seamlessly provide several calling groups with an enhanced level of service without accruing additional operating costs, disrupting existing telephone service or expending multiple company resources,” saidDenise Ercolano, Textron.