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Festival Foods Case Study

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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. 

Festival Foods

Company

Festival Foods is a privately owned company operating stores throughout Wisconsin. As a family-owned company, Festival Foods prides itself on high quality products and exceptional guest experience. The company says that every business decision they make is based on the question, “Will it bring the guest back?”

Situation

Festival Foods invests in technologies that ensure PCI compliance and make guests feel that employees care about them and the products that its two dozen stores sell. Plans for eCommerce, and a centralized call center to take phone orders, are on the drawing board.

Festival Food’s legacy PBX solution was cumbersome and antiquated. Functionality was limited to making basic phone calls and it was unable to integrate with the POS system. Only one company in the area could handle support. The system also didn’t have a user manual, so basic operations were confusing. The phones had nine buttons—push them in the wrong order and calls were dropped.

The cost of support was also a concern. Resolving any technical issue was expensive, whether the work was done onsite or remotely. Most of the time it was handled onsite, so the company incurred travel charges as well. The support organization also didn’t offer 24/7 support. If the phones went down, the issue could not be resolved until the next day, which was unacceptable to this customer-focused company.

Solution

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. When issues arise, managers and employees can answer the call right on the floor,” explained Festival Foods IT Director Mike Nomland. “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.”

Every Festival Foods location has its own switch because of the need for low latency. Mitel VoIP UC also enables the company to deploy a SIP trunk and PRI allocations to multiple sites.

“That would’ve been more complicated with other, more expensive VoIP systems,” said Nomland.

Since Festival Foods offers Wi-Fi for customers and accepts credit cards, security is extremely important to comply with PCI DSS regulations. The entire network must be secure on every device, the guest network and production network. Mitel ensures that every component of the system is bulletproof. 

"Deployment went flawlessly and it was very affordable. Mitel provides all of the features we need now, and it leaves us the option to add capabilities later.

Mike Nomland, IT Director,
Festival Foods

Results

Festival Foods chose Mitel VoIP UC because it was less expensive than other vendors, and offered more flexibility and redundancy. With Mitel’s easy-to-use, intuitive interface, there was no need for extensive training either. Mitel’s reputation for excellent security and regular updates has given IT peace of mind.

“Deployment of the Mitel solution went flawlessly. It was very affordable. Mitel provides all of the features we need now, and it leaves us the option to add capabilities later,” said Nomland. “I’m very happy with the decision to go with Mitel.”

Situation:

  • Seeking a phone system with advanced features and apps that would enhance the customer experience and allow Festival to execute on new initiatives
  • Limited functionality in their legacy system was causing costly support and service delays

SOLUTION:

A Mitel VoIP unified communications (UC) system with more than 500 Mitel IP phones.

Results:

  • Increased ease of use and ease of administration
  • Scalable to accommodate aggressive growth
  • Redundancy via multiple paths
  • More affordable than other telephony vendors
  • Advanced security ensures PCI DSS compliance
  • Integration with key systems streamlines operations and customer service

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