Case Study: Premium Choice achieves 30% shorter wait times and fewer abandoned calls with Mitel Business Dashboard

Premium Choice - Customer Case Study

Premier Beverage Company of Florida, a leading distributor of wine, spirits and non‑alcoholic beverages and part of The Charmer Sunbelt Group, faced growing customer service pressure from high call volumes across multiple distribution centers. With each rep managing roughly 200 accounts, the team struggled with visibility into call activity—leading to long waits, missed and abandoned calls—and needed a way to improve service and grow market share.

Implementing the Mitel Business Dashboard gave supervisors a single view of real‑time and historical call metrics and configurable alerts, enabling goal setting and meaningful performance appraisals without changing workflows. The results were measurable: average wait time fell about 30% (26s to 18s), abandoned calls dropped more than a third (1.36% to 0.86%), missed/refused calls fell substantially, customer satisfaction improved with no complaints, and the solution drove operational savings and wider Mitel adoption across the company.

Premium Choice

Anna Adams

Customer Service Manager