Customer Success Video: Banfield Pet Hospital

By Liz Pedro
Founded in Portland, Oregon, United States, in 1955, Banfield is the largest general veterinary practice in the world. They currently have 850 hospitals in neighborhoods across the United States and Puerto Rico. Banfield hospitals offer a full range of comprehensive medical services, computerized medical records, preventive pet health care plans for cats and dogs and extended operating hours. The problem they were trying to address in 2005 was they were sharing PBX in the retail system with another company and needed their own phone system to manage their business better. Customers want to hear from them what happens after surgery or after a treatment. “We picked Mitel for three reasons: manageability, you can do more with the product than other VoIP but mostly we picked Mitel because it was right sized for us,” said Dan Baldock, Chief Information Officer, Banfield Pet Hospital.
 
The Mitel solution has enabled Banfield to improve customer service, enhance the communications experience between its home office, hospitals and pet owners while providing the foundation for future application deployment. Banfield’s network is comprised of distributed Mitel controllers, IP telephones, and Contact Center providing a feature-rich and highly intuitive solution, including skills based routing and advanced messaging which will complement the full range of professional services Banfield offers to their clients. 
 
They have 11,000 Mitel phones at hundreds of locations across the United States but yet they only need one person to manage their entire system. One of their favorite features is the teleworker solution, which they use for call center agents working from home and for field leadership in their home offices. 
 
“We picked Mitel for three reasons: manageability, you can do more with the system than other VoIP but mostly we picked Mitel because it was right sized for us,” - Dan Baldock, Chief Information Officer, Banfield Pet Hospital