Avaya & Boyd Bros. Case Study.
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Avaya & Boyd Bros. Case Study.

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The Avaya Aura solution helped Boyd Bros. build a highly collaborative culture with a comprehensive yet agile communications infrastructure. ...

The Avaya Aura solution helped Boyd Bros. build a highly collaborative culture with a comprehensive yet agile communications infrastructure.
Learn how it can help your Midsize Enterprise!

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  • 1. Boyd Bros. Transportation Inc. “The Avaya The Avaya Aura® Solution for Midsize Enterprise has helped Boyd Bros. to build a highly collaborative culture, empowering people to work in support of their business objectives. OLD NEW
  • 2. Boyd Bros. Transportation Inc., headquartered in Clayton, Alabama, is a flatbed truckload carrier that operates throughout a large part of the United States, hauling primarily steel products and building materials. In these markets, Boyd Bros. serves high-volume, time-sensitive shippers that demand time-definite delivery. With 1,050 conventional tractors and 1,670 48-foot flatbed trailers, the company has full-service terminals in Birmingham, AL, Cincinnati, OH, and Clayton, AL. There are service centers in Greenville, MS, Cartersville, GA, and Cofield, NC. The company has received many awards, including “Best Fleet to Drive For” recognition in 2010 from the Truckload Carriers Association. Boyd Bros.’ mission statement includes important Boyd Bros. has met its communications needs with business values such as safety, respect for Avaya products for many years. Today, when employees, high standards, fiscal responsibility, challenges in the transportation industry require and one that’s so critical, it’s repeated three times: advanced capabilities to compete effectively, the Communicate, Communicate, Communicate! Avaya Solution for Midsize Enterprise provides advanced engineering to help Boyd Bros. continue being “the best.” CHALLENGES °° Streamlining system management, achieving operational efficiencies, °° Keeping qualified people on staff when they relocate °° Providing sales personnel with headquarters-based mobility options °° Addressing the critical shortage of drivers in the transportation industry 2 | avaya.com and providing scalability for future growth °° Providing state-of-the-art SOLUTION Boyd Bros. deployed the Avaya Aura® Solution for Midsize Enterprise, which provides a consolidated Avaya Aura videoconferencing for communications platform that collaboration and customer/ supports: employee motivational purposes °° voice °° messaging
  • 3. °° video °° presence °° application enablement °° contact center and agents °° full SIP capabilities °° Competitive advantage in hiring and retaining drivers °° Flexible, high-definition video conferencing capabilities that provide enhanced collaborative and relationship-building capabilities The deployment also includes Avaya Contact Center Elite, Avaya one-X® “In 2010 we’d had a long, excellent unified communications applications, ‘run’ with our legacy Avaya presence services, and Avaya 1000 equipment at the Clayton Series Video Conferencing Systems. headquarters and an Avaya S8700 server at the Birmingham facility, but BENEFITS °° Cost avoidance of training new employees: $40K-$60K per year we were ready to take the next step toward advanced communications capabilities,” explained Elaine Maund, Vice President Information Systems. “For us, that next step would be a °° 300 % increase in home agent productivity °° 80% improvement in time needed for system management °° SIP integration °° Easy to establish home offices and mobility options consolidated solution that was more streamlined, easy to manage, feature rich, and scalable to meet all of our future communications needs.” Consulting with their Avaya channel partner, Boyd Bros. developed a plan “The Avaya Aura® Solution for Midsize Enterprise has helped us to create a more effective and mobile workforce, and to continue building a highly collaborative culture. Today, we have a very comprehensive yet agile communications infrastructure with advanced applications that empower people to work together both personably and efficiently in support of our business objectives.” - Elaine Maund, Vice President Information Systems, Boyd Bros. Transportation Inc. that would achieve their major goals: °° Ability to establish virtual offices for agents and other staff members to work at home °° Effective mobility options for sales personnel °° State-of-the-art videoconferencing °° A consolidated infrastructure for ease of management, operational efficiencies, and scalability avaya.com | 3
  • 4. Boyd Bros. selected the Avaya Aura Solution for Midsize Enterprise, which enables real-time Meeting the challenges and delivering results with the same capabilities they have Advanced capabilities help Boyd Bros. manage workforce requirements and increase productivity on dedicated servers. Engineered Boyd Bros. Transportation has faced specifically for midsize businesses, it some strong staffing challenges in scales from 250 to 1000 users and recent years. “First of all, with regard 250 locations, providing voice, to contact center positions, we are in messaging, video, presence, a very remote area of Alabama, application enablement, and full SIP where job force availability is nothing capabilities. (Please see a detailed like it is in the metropolitan areas,” list of systems and applications on Maund explained. “This means that page 8.) we really have to work to find communications applications to perform in a virtualized environment, Consulting with their Avaya channel partner, Boyd Bros. developed a plan that would achieve their major goals: qualified people. When we have well“The installation process was trained people who are experienced surprisingly quick, and it did not in working with our drivers and disrupt our operations at all,” Maund customers, we don’t like to lose them stated. “There was never a moment if they need to relocate. So one of when an employee needed to our biggest challenges and communicate but was unable to do preeminent goals recently has been so because of the changeover. We to develop a system whereby we have to give a lot of credit to our could keep our experienced people • Effective mobility options for sales personnel Avaya channel partner for this with us by setting them up to work success, and for the success of remotely.” • State-of-the-art videoconferencing clients for the system. The firm has Virtual office capabilities available been a trusted partner for years, and with the Avaya Aura® Solution for • A consolidated infrastructure for ease of management, operational efficiencies, and scalability they continue to do a great job for us Midsize Enterprise were a huge in developing our comprehensive deciding factor for Boyd Bros. For communications solution.” contact center agents working at • Ability to establish virtual offices for agents and other staff members to work at home 4 | avaya.com | avaya.com subsequent deployments of new home, Boyd Bros. uses Avaya one-X® Agent running on their
  • 5. Avaya Aura platform. This desktop employee, totaling between $40K software application enables the and $60K per year.” contact center to extend all functionality to the home office. State-of-the-art communications One-touch access to functions such also helps Boyd Bros. stay highly as conference, transfer, and competitive in hiring and retaining supervisor assist enables agents to drivers. According to Maund, “The effectively manage both transportation industry has a critical communications and agent tasks – shortage of qualified drivers, and the helping them be responsive and situation promises to get worse collaborative. Integrated presence rather than better. We feel it’s and instant messaging enable Avaya important to have the most one-X® Agent users to reach out advanced communications quickly to an available expert capabilities to compete effectively in anywhere in the enterprise. Agents this very difficult employment have the tools they need to drive first marketplace. call resolution and high customer satisfaction. “One of the most effective strategies is the person-to-person impact that “Our business model now requires that some employees move frequently among our offices. Now, the Avaya Aura Solution for Midsize Enterprise has helped us to create a more effective and mobile workforce, and to continue building a highly collaborative culture. Today, we have a very comprehensive yet agile communications infrastructure with advanced applications that empower people to work together both personably and efficiently in support of our business objectives.” Productivity among home agents we can achieve with our new video has proven to be extremely high. conferencing capabilities,” Maund Maund said, “We’ve found that our commented. “For example, there’s home agents are able to take three just nothing like the dramatic effect calls to every one call taken by of our senior management meeting - Elaine Maund, Vice President Information Systems, Boyd Bros. agents in the office. We attribute this with new trainees at a remote Transportation Inc. to the fact that agents who work at location by live, interactive video. It’s home do not have the distractions becoming an absolutely essential though our voice capabilities are that typically arise in an office medium for communicating how terrific, there are still times when environment. In addition to this vast much we support and care about our seeing people – being able to view increase in productivity, we also drivers and their families.” their reactions and just generally getting to know them better – is realize a tremendous savings through retaining experienced Maund added that the company is important. With interactive video, personnel, even when they need to also beginning to use even though we are in the ‘midsize’ relocate, vs. training new employees. videoconferencing with customers category with a widely distributed The savings is at least $5K-$6K per and other employees as well. “Even workforce, we can still have a small- avaya.com | 5
  • 6. company feel as we work with our purposes, and they can leverage the employees and customers.” rich functionality and long distance cost savings that are inherent in the Boyd Bros. utilizes Avaya 1000 system.” Series Video Conferencing Solution, which are high-definition, lowbandwidth SIP based endpoints that deliver video to everyone in an organization from individual desktop users and small workgroups to large conference rooms. Mobility options provided by Avaya Virtual office Consolidation with Avaya Aura reduces management time and supports the rapid deployment of new applications “With our previous mix of two one-X® Mobile have been the right different phone systems, it was often answer for Boyd’s sales force and difficult and time-consuming to other employees as well. Maund make anything new happen,” Maund explained, “Previously, our sales commented. “We found it hard to people used personal cell phones move people, and sometimes it was and home phones, which required a struggle to keep up with the them to give out personal access number of service requests that we numbers. This sometimes created received. Now all of that has Productivity among awkward situations when a sales changed dramatically. Since we home agents has proven person would leave, since customers to be extremely high. deployed the Avaya Aura Solution might continue to call his or her for Midsize Enterprise, the time personal numbers. Now we can required to perform most system State-of-the-art provide each sales person with a management functions has been communications also direct company number that can be slashed by about 80%.” helps Boyd Bros. stay extended to his or her mobile device, highly competitive in laptop, and home IP phone, for both hiring and retaining incoming and outgoing functionality drivers. comparable to being in the office. capabilities available with the Avaya Aura® Solution for Midsize Enterprise were a huge deciding factor for Boyd Bros. This makes them reachable on one office number for all business 6 | avaya.com
  • 7. Boyd Bros. has moved quickly to Maund concluded, “Now that we are deploy many of the most forward- well-established in meeting our looking Avaya technologies, immediate needs, we are looking including a unified communications toward the future and all the (UC) strategy that enables possibilities that are inherent in our employees to access information and SIP integration. Skype and presence to collaborate effectively no matter are the two most immediate where they are located. The functions that we are planning for company’s existing and planned now. Beyond that, it seems that our portfolio of UC capabilities includes options are almost unlimited – both Avaya one-X® Mobile; Avaya one-X® for new functionalities and Portal; Avaya one-X® Communicator; continuing to improve our presence services; video operational expenses through the conferencing; and voicemail to consolidated infrastructure.” e-mail integration. For more information on how Avaya “Our business model now requires can take your enterprise from where that some employees move it is to where it needs to be, contact frequently among our offices,” your Avaya Account Manager or a Maund said. “Before, we had member of the Avaya Connect difficulty accommodating that from channel partner program, or access the telecommunications perspective. other collaterals by clicking on Now, the Avaya Aura Solution for Resource Library at Midsize Enterprise has helped us to www.avaya.com. create a more effective and mobile workforce, and to continue building a highly collaborative culture. Today, we have a very comprehensive yet agile communications infrastructure All statements in this case study were made by Elaine Maund, Vice President Information Systems, Boyd Bros. Transportation Inc. “With our previous mix of two different phone systems, it was often difficult and timeconsuming to make anything new happen. We found it hard to move people, and sometimes it was a struggle to keep up with the number of service requests that we received. Now all of that has changed dramatically. Since we deployed the Avaya Aura Solution for Midsize Enterprise, the time required to perform most system management functions has been slashed by about 80%.” Elaine Maund, Vice President Information Systems, Boyd Bros. Transportation Inc. with advanced applications that empower people to work together both personably and efficiently in support of our business objectives.” avaya.com | 7
  • 8. Systems and Applications °° Avaya Aura® System Manager °° Avaya one-X® Communicator °° Avaya Aura® Session Manager °° Avaya one-X® Agent °° Avaya Aura® Application °° Avaya 1010, 1030, and 1050 Video The overall solution is comprised of the consolidated server that hosts the Avaya Aura® Solution for Midsize Enterprise as well as additional Enablement Services °° Presence Services applications and endpoints. °° Avaya Aura Utilities Services and S8800 Server consolidated Avaya Aura Solution for Midsize Enterprise at SAL °° Avaya Contact Center Elite headquarters in Clayton: Conferencing Systems °° Avaya G430 (with EBM), G450, and G700 Media Gateways °° 8400 Series Digital Deskphones °° Avaya 4600 Series and 9600 Series IP Deskphones Additional applications and °° Avaya Aura® Communication endpoints: company facilities Manager °° Avaya Aura® Communication Manager Messaging °° S8300 Servers (LSP) at three other °° Avaya one-X® Mobile °° Avaya one-X® Portal About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com. © 2011 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All trademarks identified by ®, ™, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Avaya may also have trademark rights in other terms used herein. References to Avaya include the Nortel Enterprise business, which was acquired as of December 18, 2009. 06/11 • UC4728-03 8 | avaya.com