HAVAŞ: Customer Overview
Havaş, the leading aviation company of the TAV Group with a history spanning over 90 years, set out to deliver the highest quality customer experience while adapting to the demands of the digital age. In an industry where flexibility, scalability, and efficiency are critical, the company sought a modern solution to overhaul its traditional contact center systems.
The challenge
Operating under the HAVAŞ brand across multiple sectors, including ground handling, warehousing, and bus operations, the company’s customer experience operations were geographically dispersed and varied in complexity. The organization needed a system that could unify its contact centers while improving efficiency, reducing costs, and adapting to remote working environments. They needed a solution that integrated advanced technologies such as artificial intelligence (AI) and automation while ensuring seamless scalability and world-class customer service.
The solution
To address these challenges, the company partnered with CCR to move to the Genesys Cloud infrastructure. This cloud-based contact center solution offered flexibility, scalability, and accessibility, perfectly aligning with the company’s goals to modernize its customer service capabilities.
By deploying Genesys Cloud, the organization was able to
- Deliver fast, scalable services
- Make instant updates and facilitate remote working environments
- Store and analyze customer information to improve the overall customer and agent experience
CCR’s experience, customer-centric approach, and deep industry knowledge were critical to the success of the project. The CCR team worked closely with the company to ensure that all expectations were met and delivered tailored solutions that met the client’s vision for a more seamless, unified contact center experience.
Overcoming obstacles
Integrating such a sophisticated cloud-based infrastructure into a multi-company environment as TAV Group presented its own set of challenges, especially given the diverse nature of its businesses and geographies. HAVAŞ’s large and diverse customer base made the integration process complex. However, with the expertise of CCR and the cooperation of TAV Technologies, the project progressed quickly once key decisions had been made, resulting in a smooth installation and a consolidated contact center under one roof.
ROI and cost benefits
The investment in Genesys Cloud and CCR’s consultancy services has already delivered positive returns. Key benefits include
- Reduced infrastructure costs through cloud-based services
- Reduced staff costs through flexible working models
- Seamless integration with CRM systems for a unified workflow
- Global customer support across multiple geographical locations at a lower cost
The road ahead
The success of this implementation has paved the way for future projects. HAVAŞ plans to continue working with CCR, focusing on more AI-driven customer experiences and exploring ways to further enhance its service offering. With CCR’s expertise in digital transformation and customer experience, the client is confident that it will continue to innovate and lead in the aviation industry.
