Customer Success Stories
Mitel Success Stories by Industry
HYATT HOTELS CORPORATION
Hyatt manages luxury hotels and resorts around the globe, and both customers and employees needed a lot from their communications system.
Hyatt Hotels Corporation has worked with Mitel for 25 years, so when they needed to upgrade to a modern communications solution that could provide the round-the-clock exceptional customer experience they built their reputation on, they turned to Mitel.
"Mitel has been a great partner and focused on growing mobility and ensuring the solutions that are being deployed are solvent," said Jeff Bzdawka, Senior Vice President of Global Hotel Operations.
Smooth and intuitive communications across Worldhotels’ global workforce is essential for their continued development and successful growth. With Mitel’s unified communications solution, Worldhotels secured flexible communications for locations worldwide.
When Worldhotels split from its sister company, IHS, an entirely new communications solution had to be implemented that would seamlessly incorporate the existing phone numbers and take into account the shortage of space at various locations. The response to global alignment, the requirement for mobility and flexibility and limited space soon made it apparent that Worldhotels would greatly benefit from a cloud solution.
Worldhotels considered a number of other options, such as Innovaphone and NFon. However, Mitel was the only provider who could meet all the requirements, uniquely positioned to integrate existing phone numbers and transition them to Skype for Business.
THE DIXON HOTEL
As a new four-star hotel in a historic London building, The Dixon Hotel needed a modern communications system that would exceed guests' high expectations. And, with the hotel's grand opening just two weeks away, deployment had to be streamlined and fast.After a quick two-week deployment, The Dixon had its new Mitel solutions up and running, just in time for the grand opening. MiVoice Business was completely integrated with the hotel’s fire alarm system and property management system (PMS) – the backbone of its operations – and MiVoice Border Gateway was provided for much of the staff.
“The unified communications and integration technologies deployed make things simple and efficient for staff, which in turn means they can provide guests with the best service possible.”
-Craig Shepherd, Education & Hospitality Vertical Lead for Mitel
When Starwood went looking for a better way to handle their communications, they knew exactly what they wanted. With nearly 1,200 properties and more than 170,000 employees in about 100 countries worldwide, they needed technology that could be integrated across all their existing solutions, in all types and sizes of properties.
“We had a lot of legacy systems in our 530 or so hotels in North America and a lot of diversity with regard to manufacturers and age of equipment,” said VP of IT Mark McBeth. “With Mitel, we can just plug in a system and have it work with the equipment in the field and the devices in the guest rooms.”
Starwood chose the Mitel MiVoice Business and MiVoice 5550 IP Console for all of its North American hotels. Just having the technology, however, is not enough. In the hotel and resort business, it’s essential that it work the way it’s supposed to—all the time.
“In a hospitality environment like ours,” McBeth said, “the expectation is that technology works flawlessly every time, and with Mitel that’s exactly what we get."
Not many people know that it can take nearly 800-1,000 calls a day to help people keep their teeth white and straight. But Welch Dental Group knows these challenges all to well. They were working with high call volumes and inevitable customer complaints—which they had not way of tracking or verifying. This wasn’t good enough for Dr. Gary Welch, who set out to find a new communication system to give him the capabilities and insight his practice needed.
Given their extensive patient base, Welch Dental Group regularly handles a high call volume and needed a solution to help manage and keep track of their customer interactions. The Welch Dental Group reached out to Mitel. “My practice administrator tells me there are nearly 800 calls on a slow day and more than 1,000 on a busy day,” Dr. Welch explained. Attaining greater insight into those calls drove Dr. Welch’s interest in call recording and voice documentation—specifically how those capabilities could help his practice better address customer service and dispute resolution concerns.
The doctors and staff that work at multiple offices and clinics also frequently missed calls simply because they were mobile. They needed a new business communications solution that could keep up with their growth and their increasingly mobile workforce – one that was simple to implement across multiple sites.
On one day you might find them treating performers from the cast of American Idol, or any of several internationally renowned mega-millionaire rock stars. Next, they could be on mission in a dusty, impoverished village in northern Mexico, providing free medical care for everything from sore throats to cleft palate surgery.
But most days, you’ll find the doctors hard at work in one of the 14 Valley ENT practices that dot the Phoenix and Tucson regions of Arizona – an area of roughly five million people. That’s a lot of ground to cover for medical practitioners, and obviously, the more mobile you are the better. So perhaps it won’t surprise you that Valley ENT also has one of the most cost-efficient, yet technically advanced business communications solutions in the world.
TULANE HEALTH SCIENCE CENTER The University has an initiative for neighborhood-based healthcare clinics so Tulane’s Health Science Center began researching solutions to provide cost-effective telecommunication services to small, remote locations throughout the New Orleans area.
Tulane recently opened a new community health center in eastern New Orleans, offering low-cost, high-quality primary care to adults who are 18 or older. As Tulane clinics are opened, network connectivity is included and it is cost-effective to simply add Aastra SIP terminals to these sites.
“As more neighborhood clinics are added, they will be using SIP terminals for telephone services,” said Telecommunications Manager Jerry Wilson.
Carleton has some unique considerations for its communications strategy. Because students and staff are spread across a large network of buildings and residences, keeping everyone connected is an important requirement. For staff, the ability to easily contact and collaborate with one another is critical for productivity. What’s more, the student population needs convenient and simple ways to contact administration for information or resolve routine issues.
As with any university, student and staff safety is a critical responsibility. In the event of an emergency, Carleton must be able to broadcast notifications to its entire campus population, no matter where they are at that moment, with a high degree of certainty that each message will be received. Additionally, operational telephones ensure a line out to emergency services when needed, so the reliability of Carleton’s communications systems is critical.
Carleton sought a solution that would not only keep its network connected, but also provide a high level of reliability and make the most of its in-house IT resources.
WEST AURORA SCHOOL DISTRICT 129
The school district had an aging communications system serving 1,800 employees across 20 older buildings, with each building housing on-site equipment and the dedicated IT staff who supported it. They needed modern, flexible technology that would save them money in the long-run.
“We don’t have data center space or staff, and moving to the cloud made the most sense," said Director of Technology Don Ringelestein. "Most school districts are operating out of buildings that weren’t designed to be data centers. The less you need to put in that room, the better.”
WAUCONDA COMMUNITY UNIT SCHOOL DISTRICT 118
Wauconda Community Unit School District, a district of six schools and 600 users, lacked a standardized communications platform. A disparate collection of legacy systems made it difficult to share information easily, and some schools even lacked voicemail capabilities, leaving them to resort to leaving notes in physical mailboxes.
“We were looking to standardize how everybody was getting information from each other as well as from the broader community," said Scott Cittadino, Assistant Superintendent of Technology. "The Mitel solution allows us to communicate better and fosters more conversations between our community, students and staff.”
"It will be the best phone system for us for a long time."
Soren Orland Petersen, Electric and Telecom Manager, Carlsberg
Since 1980, Make-A-Wish America has fulfilled over 270,000 wishes for children with life-threatening illnesses and their families. Communication and collaboration are at the heart of what they do, as they rely on a vast network of over 27,000 active volunteers and 62 local chapters. Discover how Mitel is helping make those connections more simplified and more meaningful through mobile cloud technology.
LLEWELLYN WORLDWIDE Until recently, Llewellyn’s quest to be the world’s leading provider of works for personal growth and the transformation of Body, Mind and Spirit was being supported by an outdated communications system that was expensive to run and difficult to administer. The company’s new purchase isn’t the first Mitel system that MIS Manager Daryl Connell has used. Seven of his ten years in the business have been spent administering Mitel technology, and he knows very well what Mitel offers.
“In the past, I worked at a 35-person contact center with over 2000 extensions,” he explained, “and the ease of administration of the Mitel technology that supported it was amazing.”
Connell said Llewellyn’s Mitel solution is equally easy to administer, demanding fewer human resources than competing systems. Rather than assign one dedicated person to support the system, as he would with some solutions, he knows he can “spread the responsibility across several people, without having any appreciable impact on their workload.”
HEADQUARTER TOYOTA With two locations and 300 employees, Headquarter Toyota sought more efficient ways to conduct meetings and expedite staff interactions, while fostering a cohesive working environment. To upgrade to a cost-effective, scalable VoIP solution with more features and less complexity, they turned to Mitel.
To help shape a VoIP solution that delivered unparalleled customer service for Headquarter, Judy Serra, controller and assistant general manager, enlisted the help of resellers who proposed a turnkey solution offering the advanced IVR functionality of bridgeSpeak with the Mitel UC platform. Armed with the list of requirements, Headquarter considered demonstrations and proposals from all the major telephony vendors, including Avaya, Cisco and Mitel.
“We compared features, pricing and support factors," Serra said. "While each vendor had some of what we were looking for, only Mitel offered a compelling whole solution—the simplicity of the user interface, the scalability of the infrastructure and a sophisticated yet easy-to-manage IP architecture.”
FESTIVAL FOODS Elevating the customer experience by treating store guests as part of the family is ingrained in the Festival Foods culture. Festival Foods’ legacy Samsung PBX lacked basic features, such as directory services, soft phone capabilities and call transfers. Mitel’s UC solution was the perfect fit.
The Mitel VoIP UC phone system was implemented across the majority of Festival Food locations in less than a year. By integrating with Festival Foods’ POS, the company is now able to provide faster customer service.
“We integrated the phone system with radio handsets in our stores,” said Festival Foods IT Director Mike Nomland. "When issues arise, managers and employees can answer the call right on the floor. We also tied the phone system into an overhead paging network. Employees push one headset button to talk on one frequency and another button to talk over outside speaker or microphone.”
CIRCLE BMW Circle BMW has approximately 100 employees, with four people staffing the call center at any given time and handling roughly 500 calls a day, so providing accurate information and top-quality customer service was an ongoing challenge. When Circle BMW’s previous subscription-based call recording provider no longer met their needs, they turned to ATC Voice/Data in Atlantic Highlands for a new solution, and they recommended MiContact Center Quality Management.
MiContact Center Quality Management automatically records, stores and organizes telephone conversations, providing multiple benefits to any business call center environment. Call monitoring, playback and evaluation, report generation, search functionality and much more can all be conducted through the highly intuitive user interface.
MiContact Center Quality Management’s call recording capabilities allow Circle BMW to train their staff using actual customer interactions, making it easier to meet the needs of their customers.
“MiContact Center Quality Management has been rock solid,” said Dave Reinhold, Circle BMW’s network administrator. “We use it mostly as a training tool. You monitor conversations with customers and you can tell your people, ‘Rather than saying things this way and possibly giving the customer a bad impression, maybe you should say this instead, and approach the conversation from a different angle.’ It really helps us deliver consistently excellent service to our customers.”
Sports and Entertainment
MAJOR LEAGUE BASEBALL
Major League Baseball® (MLB) needed all 30 teams to have a better way to communicate on the field by providing a common user experience. Mitel helped the MLB® give players, coaches and officials simple communications, which also enhanced the fan experience.
“Mitel is a global leader in providing the kind of sophisticated, custom communications network that addresses the unique needs of Major League Baseball® and our 30 clubs,” said Chris Marinak, executive vice president of strategy, technology and innovation with MLB®. “Mitel will provide a unified communications system featuring the latest technology across all 30 ballparks.”
Major League Baseball trademarks and copyrights are used with permission of MLB Advanced Media, L.P. All rights reserved.
“After implementing the Mitel system, we’ve had outstanding results,” said CTO Ed Frederici. “We have a mobile workforce that can get out in to the community and do their job, we have a completely reliable system that never goes down, sound quality is outstanding…we really are able to use our phones as an asset to do our jobs better."
LIVERPOOL FOOTBALL CLUB
“With Mitel’s expertise, we will have the ability to introduce new channels and intelligent fan self-service capabilities. Ultimately, the partnership with Mitel will enable us to simplify fan journeys and create seamless interactions which will result in a better fan experience.”
Billy Hogan, Managing Director and Chief Commercial Officer, Liverpool FC
TOTTENHAM HOTSPUR FOOTBALL CLUB
When Tottenham Hotspur Football Club began building a new sports and entertainment stadium, they needed a way to improve customer service capabilities and employee collaboration. Mitel was there to answer the call.
Mitel is the Official Unified Communications Supplier to Tottenham Hotspur Football Club, providing a consistent communications experience across a range of channels at the stadium and within the rest of the business. Tottenham Hotspur officials cited Mitel's industry leadership as a major factor in their decision. “We are pleased to welcome Mitel on board as our Official Unified Communications Supplier,” said Matthew Collecott, Director of Operations, Tottenham Hotspur. “Mitel powers more than two billion connections every day, and we are confident in their ability to provide communications solutions to meet the demands of our iconic new stadium and the wider business.”
SENATORS SPORTS & ENTERTAINMENT
Senators Sports & Entertainment owns and operates the National Hockey League’s (NHL) Ottawa Senators and Canadian Tire Centre. To provide the best possible fan experience, the Senators looked for a high-performance communications solution they could depend on and a mobile system that would keep a workforce on the go connected no matter where they are.
“Bottom line: we have confidence in our communications system,” said Geoff Publow, VP of Strategic Development. "When we host a hockey game or a busy concert, we have a million operational details to worry about and our communications system just isn’t one of them. We know it’s going to work, we know it’s reliable and we know we can focus on what matters most, which is delivering a world-class fan experience.”
SAN FRANCISCO GIANTS™
The San Francisco Giants™, an eight-time World Series-winning Major League Baseball (MLB) club based out of San Francisco, Calif., host nearly 42,000 fans every game and interact with many more on a daily basis. When it came to handling those interactions, the Giants looked for a high-performance solution that integrated with the club’s CRM, reduced complexity in the office and saved money.
“When we initiated our voiceover IP project, we looked at all the major players in the market,” said CIO Bill Schlough. “We looked at Nortel, Cisco, Avaya; those were no-brainers to include on our list. We did our thorough due diligence analyzing all four of those potential partners, and ultimately chose ShoreTel [now Mitel]. Really, it was the simplicity and the reliable architecture that they had. When you compare that to some of the alternatives out there that would require multiple racks, multiple points of failure. That was a big differentiator for us.
Major League Baseball trademarks and copyrights are used with permission of MLB Advanced Media, L.P. All rights reserved.