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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.”

    Goals
    • 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 
    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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