Case Study
North American Kitchen & Bath Hardware Company
Project: Hosted Centralized Telephony System
Installed System: MITEL infrastructure
Context
The North American Kitchen & Bath Hardware Company supplies products to craftsmen and builders, requiring efficient management of orders and deliveries. Before implementing the new telephone system, the company faced several challenges:
- System disparity: Communications between the various sites were inefficient and fragmented.
- Order Management: Order management was slow and uncoordinated, impacting sales volumes and deliveries.
- Customer support: The call center was not optimized to handle the high volume of orders and inquiries.
Project objectives
- Centralize Communications: Implement a centralized telephone system for all sites.
- Improve Order Management: Optimize the order process to ensure high sales volumes and fast, efficient deliveries.
- Strengthening Customer Support: Improve the call center’s ability to handle customer inquiries and orders.
Solution
MITEL infrastructure: Our choice of MITEL infrastructure enables us to centralize communications and improve order management and customer support.
- Call centralization: The MITEL system centralizes calls from all 80 sites, enabling uniform communications management.
- Optimized Call Center: Over time, a call center with 500 agents has been set up to efficiently manage order taking and inquiries.
- Advanced features: The system offers features such as call traceability, integration with the customer’s CRM, call recording, intelligent routing, and voicemail, improving customer support efficiency and order management.
Implementation
The implementation of the MITEL system followed several key stages:
- Needs Analysis: A thorough assessment of the company’s needs was carried out to design a suitable solution.
- Planning and Design: Detailed planning and customized design were developed to meet the specific requirements of order management and customer support.
- Installation and Configuration: MITEL equipment was installed and configured in centralized data centers, ensuring seamless integration and optimum performance.
- Training: Full training was provided to call center agents to maximize the effectiveness of the new system.
- Ongoing support: Ongoing technical support has been put in place to ensure that the system is running smoothly and that any problems are quickly resolved.
Results
- Efficient centralization: Centralized communications enabled more efficient management of the 80 sites.
- Improved Order Management: The order process has been optimized, ensuring fast and efficient deliveries.
- Detailed reporting: Each store is monitored on a daily basis through the analysis of call reports, ensuring that response times remain below 20 seconds and that no call is lost.
- Optimized customer support: The call center has improved its ability to handle inquiries and orders, increasing customer satisfaction.
Conclusion
The implementation of the MITEL centralized telephone system at the North American Kitchen & Bath Hardware Company has transformed communications and order management. Not only has centralization improved operational efficiency, it has also strengthened the company’s ability to deliver superior customer service.
Opinion
The project to centralize the telephone systems of the North American Kitchen & Bath Hardware Company demonstrates how an advanced technological infrastructure can optimize the management of operations and customer support. As a telecommunications representative, I consider the adoption of the MITEL infrastructure to be a key strategic decision. Not only does it centralize and optimize communications, it also improves order management and customer satisfaction, contributing to the company’s success and growth.
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