Case Study: Boiron, Inc. improves customer service and cuts communications costs with Avaya

Boiron offers excellent customer service with Avaya IP Office

Boiron, a family-owned global leader in homeopathic remedies with offices in Spain, faced obsolete analog telephony, high communications and maintenance costs, and a non-integrated customer service center that limited visibility and productivity. The aging systems hindered collaboration and made it difficult to measure and improve customer service across its nationwide team.

Working with Avaya and partner Infocom, Boiron replaced analog exchanges with Avaya IP Office 500, SIP trunks and mobile-extension integration, adding call routing, conferencing, predictive dialing, real-time reporting and supervisor monitoring. The upgrade delivered an immediate ~17% reduction in communications costs, streamlined contact-center operations (handling 50,000+ calls/month), boosted employee productivity and customer-service quality, and enabled further CRM integration and call recording for ongoing improvement.

Boiron, Inc.

Maria José Paz

Responsible for purchasing