Case Study: Kroger achieves enterprise-wide communication consistency and simplified billing with InterCall

Gaining consistency across an enterprise

The Kroger Co., one of the largest grocery retailers in the U.S., needed a reliable, easy-to-use conferencing solution for thousands of employees, vendors and customers. Its previous provider delivered inconsistent customer support and confusing invoices—terminated accounts remained active, causing unintended account sharing and inaccurate billing—so Kroger sought a partner who could provide timely support and straightforward billing.

Kroger deployed InterCall’s Reservationless‑Plus, Operator Assisted conferencing and Microsoft Office Live Meeting for 2,500 corporate users, giving employees dedicated bridge numbers, PINs, Outlook scheduling, recordings and 24/7 operator support. The new platform improved call quality and user satisfaction, simplified billing by division/EDI/cost center, reduced time spent resolving invoicing and support issues, and freed IT to focus on strategic work.

Kroger

Eva Padgett

Network Operations & Engineering