Centralising data and decision-making for a multisite international aerospace business

Client context

Our client is a major aerospace manufacturer with 150,000 employees working across multiple European sites. Today, the business supports around 175,000 desktop and mobile devices.

We began working with them in 2006, initially providing independent telephony data for different parts of the company’s European operations. Each location makes a huge volume of local and international calls which add up to a substantial cost for the business. In recent years, the volume of video calls has also increased significantly.

In 2016, as part of a wider network infrastructure upgrade, our client upgraded their Cisco Unified Communications (UC) solution. This opened the door for the introduction of Tiger Prism, our workplace analytics software that is scalable to any size of organisation and generates centralised UC data and insights for entire operations.

Our existing knowledge of the client’s sites helped us to provide a comprehensive workplace analytics solution that met their business needs.

Sector Aerospace

Employees 139,000

Sites 8

Location Europe

Workplace analytics

  • Call volume
  • Call flows and routing
  • Call cost control
  • Video call and collaboration uptake

Client goals

With a single UC network in place, our client was in a position to manage its voice, video and data traffic centrally, respond to changes in demand from one location and ensure the most efficient and cost-effective overall flow of traffic.

To make informed decisions about its traffic management, however, the business needed full and detailed data on current patterns of voice and video calls.

Vital information included current call volumes, patterns in call usage, the uptake of video calls, knowledge of where the greatest costs were generated and information on whether current call routing was meeting users’ needs.

In essence, our client wanted to use Tiger Prism to lay “a single pane of glass” over its entire voice and video call activity. Only then could it make decisions about what would improve quality, efficiency and cost-effectiveness.

Tiger response

We installed Tiger Prism to collect data from the entire European operation. Once in place, it tracked the volume of voice and video calls, monitored and measured adoption of UC tools and profiled network traffic levels.

A least-cost routing matrix was also created in partnership with our client, to establish where money could be saved on calls. This addressed every site and enabled our client to make decisions in near real-time on how to redirect traffic most cost effectively.

All data was made accessible via Tiger Prism’s simple to understand, self-service dashboard, that generates the extensive suite of reports our client needs for stakeholders across the business. We worked with our client to provide these reports in bespoke SQL format.

As our client’s UC network changed and expanded, Tiger Prism data was also used to inform decision-making on the UC technology to purchase.

Business impact

Our client gained consolidated visibility of UC adoption levels and traffic across its entire Cisco estate. Given the scale of the network, we introduced a simplified naming convention for trunks, and this supported clear, self-service dashboard and reports.

Stakeholders across the business have ready access to the information they need for cross-charging of calls and the UC team can fine-tune their management of traffic flows and costs. The least-cost matrix we designed with our client continues to facilitate in excess of $500k of call savings every year.