Case Study: Premier Beverage Company improves customer service performance with Mitel Business Dashboard

Premier Beverage Company cuts average caller wait time by 30% with Mitel

Premier Beverage Company, a North American beverage distributor, faced a challenge in its busy customer service department. Employees struggled to answer calls within three rings while also managing the specific needs of approximately 200 customers assigned to each of them. To address this and measure performance, the company chose Mitel and implemented the Mitel Business Dashboard.

The Mitel solution provided a single-screen dashboard that gave managers full visibility into key metrics without requiring the department to operate like a traditional contact center. This implementation by Mitel yielded significant results, including a 30% reduction in average caller wait time, a more than one-third cut in the abandoned call rate, and missed calls being reduced by over half. This led to dramatically better department performance and increased customer satisfaction.

Premier Beverage Company

Anna Adams

Customer Service Manager