ApplianceSmart

ApplianceSmart Recruits Mitel for IP Migration

As a factory authorized liquidation outlet, ApplianceSmart provides top quality major consumer appliances at low prices. Headquartered in the Mid-West, ApplianceSmart has 15 locations across the United States. Each store is divided into approximately 40,000 square feet of showroom and warehouse floor. The sales team is responsible for attending to customer inquiries both on the floor and on the phone.

ApplianceSmart’s obsolete communications system, however, limited the sales teams ability to answer inquiries efficiently. Sales associates tending to customers on the floor often would miss sales calls to their desktop phone and vice versa, resulting in dropped calls, frustrated customers, and, ultimately, lost revenue.

A new solution was needed so ApplianceSmart turned to Mitel® and liked what they saw.

ABOUT APPLIANCESMART

Type: Factory authorized liquidation outlet for consumer appliances
Location: Headquartered in Minneapolis, MN, U.S. 
Configuration: 15 nationwide locations
Staff: 300+

CUSTOMER NEEDS

• Provide mobile employees with the ability to answer incoming customer inquiries, anytime, anywhere in the store
• Seamlessly integrate existing SpectraLink wireless handsets into a new communications system
• Ease of management so internal staff can maintain and troubleshoot system from any location
• Ability to add new applications as company grows and needs change

SOLUTION COMPONENTS

• Mitel Mobility Solution comprised of:
      - SpectraLink NetLink wireless handsets
• Mitel Unified Messaging Solution comprised of:
      - Mitel Messaging Server
• Mitel 3300 IP Communications Platform (ICP) for each location
• Mitel IP phones

RESULTS

• Increased customer satisfaction and associated revenue achieved through a reduction in dropped calls to the store
• Increased productivity, revenue per employee, and customer satisfaction, as employees can be reached in the moment they are needed
• Intuitive web-based tools provide simple and efficient system maintenance
• Turnkey solution is quickly replicated when new stores open

ApplianceSmart (PDF 724KB)