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Wendy Wu Tours Case Study

Wendy Wu Tours Unified Communications Case Study

Wendy Wu Tours is one of the leading China specialist tour operators, also offering specialist tours to Vietnam, Cambodia, Laos, Thailand and India. Established in July 1998 in Australia, the company opened its UK operation in 2004.

The Challenge

  • Replacement of an aging traditional system
  • Business critical disaster recovery at a sensible cost
  • Proven “future-proofed” software-only approach from an experienced supplier
  • Replacement of existing ISDN lines with SIP services
  • Enablement of improved client and agent services as an important element of luxury high value products and services
  • Continually improve on high levels of customer service
  • Continually improve on high levels of customer service

The Solution

  • Provide Swyx feature rich system which would grow as their business grew
  • Ensure PCI compliance can be achieved in the future
  • Easy and cost effective to maintain

The results

  • Conferencing & cost-savings “By hosting their own conference calls, Wendy Wu can now get rid of our paid for Meeting Zone services, saving £2,000 per year”
  • Overseas Extensions – Free extensions to their sister companies in Australia and the States. Wendy Wu also have a destination management company in China vertically integrated within the Wendy Wu Tours business. Swyx will enable them to provide free extensions into this business as well and, at the same time, offering a reasonably priced help line for their clients in China especially since they would typically use a UK-based mobile, which is very expensive.
  • Flexible working for roaming staff across the world- Flexibility within all parts of Wendy Wu Tours business is fundamental, so routing of calls to staff home numbers or mobiles wherever they are in the world is essential.
  • Integrated features- allow interfacing to other systems notably their CRM and reservation system, including popping up information about the client, for example previous dealings with Wendy Wu Tours, so a comprehensive picture of clients can be built up, so that everyone in the Company can share, anywhere, anytime.
  • Call recording and call management- report on call outcomes and to ensure these accurately reflect client discussions so there are no misunderstandings at a later date.  Call recording will also be used extensively for on-going training.
  • Towards a more globalised business- Currently, Wendy Wu Tours has installed the Swyx Unified Communications system in its London office and overflow capabilities to offices in other countries is now being considered.
  • PCI Compliance- essential for the Company to be compliant when taking financial transactions.