Jindal SAW, a multinational manufacturing conglomerate, experienced significant inefficiencies, and quality issues in their communications network, resulting in a subpar customer experience. They needed a simplified, cost-effective, and scalable solution to integrate with current investments, to power their business growth. Partnering with Avaya their challenges were solved with an Avaya OneCloud solution.

Jindal SAW is a leading manufacturer and supplier of iron and steel pipe products with manufacturing facilities in India, the USA, Europe, and the UAE. Their customers include oil and gas companies, engineering firms, and government authorities, who turn to them for their water management, oil and gas exploration, and power supply needs.

Jindal SAW’s mission is to serve the needs of customers through product development, quality manufacturing, and supply chain management. Their global teams collaborate across time zones to create exceptional customer experiences.

SUCCESS STORY / JINDAL SAW

Jindal SAW Upgrades its Communication Capabilities While Protecting their Investments

www.jindalsaw.com

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This collaboration was being facilitated by a complex, inflexible, analog telecommunications solution and this posed specific challenges to their business.

Inability to work away from one’s desk: The analog telephony system was tied to a user’s desk. This caused the staff to miss important calls with customers while they were away from their seat, even if within the office itself.

Sub-optimal user experience: The sound quality during calls was low, affecting user productivity and efficiency. The lag in receiving sound during conference calls made conversations cumbersome. Customers were abandoning calls when the communication wasn’t clear, leading to dissatisfaction.

Lower ROI on telecommunications investments: The existing analog solution was expensive, both to operate and to scale. They had already invested in an MPLS system, into which they needed to integrate the new solution.

Traditionally, all communications were done all by email and phone only. During the past year when employees were not in the office, they couldn't easily contact other employees

or customers throughout the day and evening. The mobility features they use now with the Avaya solution have decreased response times so work can continue on a global level.

“Jindal SAW had very specific challenges. They needed a modern solution to integrate effortlessly with their existing infrastructure. Avaya worked closely with their teams to understand their current landscape, build a proof-of-concept, demonstrate value and then complete the implementation while quality testing the solution to confirm that integrations were effective,” explains Nitin Khare, Solution Engineering at Avaya.

Enabling seamless communication

The implementation of the solution for Jindal SAW began with a proof-of-concept environment. Avaya worked closely with the customer’s IT teams to understand their needs and study their communications infrastructure including their MPLS system. After careful review and consideration, they agreed that the Avaya IP Office solution addressed their needs, was selected and implemented it in their offices.

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The benefits of adopting the new solution went beyond merely enabling anytime-anywhere-telephony; prior to the Avaya IP Office implementation, activities such as training were interrupted and fragmented and caused the company to have to repeat trainings regularly.

▪ Improvedmobilityandflexibility

▪ Impeccablequality

▪ Unmatchedcostefficiency

VALUE CREATED

▪ Inabilitytoseamlesslyworkawayfromone’sdesk(remotely,athomeorelsewhere)

▪ Sub-optimaluserexperience(soundquality,latency)

▪ LowROIontelecommunicationsinvestments

CHALLENGES

▪ AvayaOneCloud

SOLUTION USED

Improved mobility and flexibility

The existing systems were inflexible, but the Avaya solution addressed this instantly enabling mobility so employees can take their number with them and answer calls from anywhere.

“We saw the benefits of Avaya’s adaptability, the connection clarity, and the support we got from their team during the POC that was done on the MPLS network,” says Sunil Tripathi, AGM, IT, Jindal SAW.

Impeccable quality

The benefits of adopting the new solution went beyond merely enabling anytime-anywhere-telephony. “Not only does it provide us with connectivity to all our offices, but also clarity in the voice without any lag in the network even when multiple people are on a conference call,” said Sunil. Prior to the Avaya IP Office implementation activities such as training were interrupted and fragmented and caused them to have to repeat trainings regularly.

The improvement in call quality enabled better conversations with customers and staff members.

▪ Reducing the number of calls abandoned due to bad connectivity

▪ Improving user productivity as they could address customer needs better

▪ Enhancing collaboration and innovation

Unmatched cost-efficiency

Minimal maintenance was required by IT staff allowing them to focus on more strategic projects. The ability to integrate with MPLS system resulted in investment protection since it was a newer upgrade which was part of their original planning. Jindal SAW saves time to train and onboard new employees and this equals cost savings as well.

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We saw the benefits of Avaya’s adaptability, the connection clarity, and the support we got from their team during the POC that was done on the MPLS network.”

—Sunil Tripathi, AGM, IT, Jindal SAW.

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When internal users have flexible and user-friendly technology to support their needs, they are empowered to serve customers better - which is exactly what Avaya’s solutions empowered Jindal SAW’s users to do.

“While still being in competition with a number of global vendors, Avaya continues to emerge as the best cost-effective solution that clearly meets all our requirements,” says Mr. Sunil Tripathi, AGM, IT, Jindal SAW.

Enabling customer delight

In digital workplaces, employee experience is closely intertwined with customer delight. When internal users have flexible and user-friendly technology to support their needs, they are empowered to serve customers better. This is exactly what Avaya’s solutions empowered Jindal SAW’s users to do.

Jindal SAW began cautiously with 240 analog lines and 100 IP phones, while engaging with Avaya. Over time, they have scaled 380 analog lines and 200 IP phones and will continue to scale over time.

Taking Avaya solutions into the future

At Jindal SAW, the solutions exceeded expectations, inspiring the company’s leaders to begin a deeper relationship with Avaya. “In the next three months, we’d like to use more of Avaya solutions — we’re especially interested in Avaya Spaces and plan to implement it soon,” added Sunil.

Jindal SAW is also considering adding to its solution capabilities that are part of the Avaya’s OneCloud Unified Communications as a Service (UCaaS), an all-in-one cloud communications solution designed to empower users with faster, always-on collaboration. Built to support the digital workplace. Avaya UCaaS offers unlimited scalability based on a composable platform — just what Jindal SAW needs to power its growth now and in the future.

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Avaya instantly addressed the company's issues of system inflexibility by enabling mobility so employees can take their number with them and answer calls from anywhere.

About customer

Jindal SAW manufactures SAW Pipes (Submerged Arc Welded Pipes) and spiral pipes for the energy transportation sector; carbon, alloy and seamless pipes and tubes for industrial applications; and Ductile Iron (DI) pipes & Fittings for water and wastewater transportation.

Jindal SAW pipes are energy-efficient, reduce dependence on fossil fuels, and help conserve natural resources. For more information www.jindalsaw.com.

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About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter.

Learn more at www.avaya.com.