Supermercados Peruanos SA, Peru’s major grocery chain has replaced aging communications systems with Mitel’s (News - Alert) unifying business communications solutions and applications to bring together its communications across 35 locations.

 

Mitel’s unifying communications have been adapted to the retail environment enabling the food giant to deliver better customer satisfaction, accelerated response times, and first call resolution of customer inquiries.

 

Enrique Tomas, IT manager, Supermercados Peruanos said that they chose Mitel since its approach reflects their own when it comes to customers, which is mass personalization.

 

Tomas also said that Mitel has studied the particular issues faced by retailers and is willing to adapt their solutions to fit the particular needs of their business to help them achieve their goals.

 

Mitel’s new network has reduced the costs and complexity of a disparate phone system, cut the number of dropped calls, and increased the reliability and communications coverage of Supermercados Peruanos’ converged network.

 

Additionally the network has helped the company gain the reputation of being a customer service oriented company in Peru’s U.S. $4.4 billion food retail market.

 

“Mitel’s corporate philosophy is captured in three very simple words … ‘It’s about YOU’,” said CEO Don Smith in a press release.

 

He continued: “This commitment translates into a sharp focus on understanding our customers and addressing their specific issues with technology-enabled solutions that are adapted to their operational objectives and bring added value to their businesses.”

 

Mitel 3300 IP Communications Platform (ICP) is at the core of the enhanced communications network which provides Supermercados with full IP-PBX telephony features in all its stores with additional embedded applications to enhance the efficiency and productivity of its staff.

 

Since the Mitel’s solution is easy to install, manage and use, it has resulted in rapid adoption and seamless capability for employees at all 35 Supermercados Peruanos stores located throughout Peru to communicate as though they were in the same location.

 

 

Following the implementation of the Mitel Contact Center Management application, contact center agents distributed throughout the retailer’s 35 stores have enhanced their ability to remain responsive and available for customers and colleagues.

 

 

Wireless handsets (Wi-Fi) have extended the reach of the communications network and provided the ability to reach store managers and staff “in-the-moment” to address customer, employee or supplier queries.

 

Additionally, Supermercados’ mobile IT team and executives on the road are using the embedded IP-based software telephone (soft phone) feature of the PC-based Mitel Your Assistant desktop application to communicate and collaborate as if at the office.

 

Owned by Interbank Group, Supermercados Peruanos operates Vivanda, Santa Isabel, Hypermarkets Plaza Vea and Minisol supermarkets. The company has 5,000 employees and reportedly generates annual sales in excess of $300 million.

 

Mitel was recently in news when City of Trois-Rivières, Quebec’s ninth largest municipality, replaced its public security and E-911 emergency call center with a resilient IP communications system from Mitel.