Case Study: Connect Group achieves £500,000 first‑year savings, contact‑centre consolidation and improved customer service with Mitel

Connect Group - Customer Case Study

Connect Group, owner of Smiths News and Tuffnells, operates more than 80 locations and thousands of delivery points but was hampered by aging, unsupported telephony—1,600+ extensions across disparate systems and four contact centres—that lacked integration, visibility and resilience, increasing complexity, cost and limiting customer-service tracking.

Working with Daisy, Connect Group implemented Mitel’s MiVoice Business, MiContact Center Business (with call recording) and MiCollab to create an integrated, omnichannel platform. The move consolidated contact centres from four to two, routed ~30% of agent calls to IVR self-service, supported 8.6 million annual calls, delivered about £500,000 in first-year savings, improved first-contact resolution and collaboration, and established resilient, replicated data centres for business continuity.

Connect Group

Richard Webb

CIO