Case Study: Mitel achieves smarter business decisions and faster customer engagement with Salesforce

Mitel makes better business decisions with Salesforce

Mitel, a 45‑year‑old leader in unified communications operating in more than 100 countries, faced the challenge of shifting from a transaction‑based model to subscription services while meeting customers’ expectations for fast, intelligent responses across many channels. To stay competitive against large incumbents and agile startups, the company needed better sales, service, and marketing capabilities and clearer, company‑wide customer insight.

Mitel rolled out Salesforce organization‑wide—using Sales Cloud, Service Cloud, Community Cloud (plus Social Studio and Field Service capabilities)—to unify data, speed workflows, and connect partners via an online portal and mobile app. The implementation accelerated lead handoffs, boosted sales rep productivity with dashboards (over 1,500 reps active on Salesforce), improved service scheduling and field coordination, and delivered real‑time KPIs and predictive insights, enabling faster, fact‑based decisions and stronger customer engagement.

Mitel

Wes Durow

Chief Marketing Officer