Reference case: Japan Tobacco International | Anywhere365

Japan Tobacco International

Discover how JTI achieved greater workforce collaboration and superior customer knowledge with Anywhere365® Dialogue Cloud and Contact Center Platform, native to Teams.

Product and services

Anywhere365, Microsoft Teams

Industry

Consumer Goods

Location

EMEA

December 30, 2020

JTI wanted to transform their global customer experience, with enhanced workforce collaboration, superior customer knowledge and greater flexibility. Assisted by the consultants of Orange Business Services and after an extensive comparison with competitors, they chose our native Microsoft Cloud Contact Center Platform. Allowing JTI to get ahead of the curve while leveraging existing Microsoft stack investments. And not only in the contact center. Anywhere365® direct routing capabilities were extended to over 10,000 users in the business.

The story

JTI (short for Japan Tobacco International) is a leading global company that manufactures and sells tobacco products in 120 countries. With brands like Camel, Benson & Hedges and Winston, the JTI workforce consists of more than 44,000 employees all over the world. More than 1,000 of them are customer care agents, across 8 Contact Center sites in APAC and Europe.

JTI wanted to transform their customer experience, with enhanced workforce collaboration, superior customer knowledge and greater flexibility. After an extensive comparison with competitors, they chose the native Microsoft Teams Contact Center platform of Anywhere365®. Orange Business Services delivered consulting services and system integrations with our Dialogue Cloud.

Tight Bridge Between Collab and Communication Platform

Since Microsoft will end support for Skype for Business by mid 2021, it was mandatory for JTI to transition their UC applications to Microsoft Teams. This digital transformation of their customer service would lay a solid foundation for future scalability. Ultimately allowing them to enhance service desk operations with cloud solutions and deeply integrated CRM data, while delivering best-of-breed experiences to their B2C customers.

Integrating the dialogue management solution natively into the Microsoft Teams collaboration platform, was an opportunity for JTI management to get ahead of the curve while leveraging existing Microsoft stack investments. So they decided to extend Anywhere365® direct routing capabilities to over 10,000 users in the business, integrated with i.e. Oracle Sales Cloud and ServiceNow. Enabling the sales force to log any dialogues directly to the CRM and automating helpdesk dialogues.

For All Dialogues

Choosing a full enterprise dialogue management solution secures JTI’s premium positioning in the strategic, globally emerging e-cigarette market. It gives them the ability to adapt to changes in customers’ needs and behaviours with innovative use cases. But not just customer care situations benefit from the strategic choice. It allows them to also automate rewarding helpdesk journeys for global employees. Across all channels and departments.

Comprehensive Anywhere365® business intelligence tools help JTI focus on the KPIs that will impact their business workflows, communications and operations.

Similar customer success

Dutch scale up Tony’s Chocolonely grew out of a journalist’s exposé of child slave labor in the cocoa industry and his dream of making the chocolate trade slavery-free. The Amsterdam-based company grew quickly, but its original collaboration apps didn’t support its international expansion or its work-life balance ideals. Tony’s Chocolonely found the best way for employees to work together, thanks to Microsoft Teams with Vodafone Calling in Microsoft Office 365. For the Tony’s team, its suppliers, and its “chocofans” and West African partners, it’s all about building real and transparent relationships.

Learn more
Request a demo

Get started today with Anywhere365.
Rethink contact center.

Request a demo

Keep me informed

Sign up to get the latest announcements and updates delivered to your email.

Sign me up