Swanson Health Products (SHP) is a natural health catalog and Internet marketing company headquartered in Fargo, North Dakota, United States. Swanson Health Products is the United States' largest privately held vitamin catalog retailer and has around 500 employees. The company sells natural health and wellness products, including health foods, dietary supplements such as vitamins, minerals, herbs, as well as natural personal care products direct to consumers through mail-order catalogs and an e-commerce website.
When it comes to customer satisfaction, Swanson Health Products is America’s #1 rated catalog/internet merchant. So when they needed a solution that would help them track and handle their calls, emails and chat, they turned to Mitel. They had already implemented Mitel as a VoIP customer and were very satisfied; and they wanted a contact center solution that would fit right into their existing environment. The benefits they have seen from implementing MiContact Center include:
  • Increased employee productivity
  • Improved customer service
  • Reporting to improve staffing levels for excellent customer service 
  • Agent availability control 
  • Playback feature
  • Chat feature built right into solution
Swanson Health Products recently upgraded to MiContact Center 7, which simplifies how businesses connect with customers. In this new version, new mobile chat and multichannel self-service options expand customer choice via their preferred media and devices. 
“Mitel Contact Center is one solution to track and analyze all your calls, emails and chats. As a Call Center function we are totally lost without this capability. The Mitel Contact Center real time screen is the lifeline of our call center.” Patty Westland, Call Center Director, Swanson Health Products

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Digital transformation has become a top initiative for business and IT leaders. In today’s business world, sustainable market leadership is no longer based solely on which company has the best products or even the best people. Instead, organizations that are agile and can quickly adapt to rapidly evolving market trends will become market leaders.

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