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LIMA, Peru -- Peru's second-largest grocery chain, Supermercados Peruanos SA, yesterday completed the integration of its telephony, mobility, messaging, conferencing and collaboration, and contact center solutions across its 35 locations in an effort to improve customer satisfaction and accelerate response times and first-call resolution of customer inquiries.
The retailer, which operates under the Vivanda, Santa Isabel, Hypermarkets Plaza Vea, and Minisol banners, worked with networking solutions provider to build the solution. "Mitel's approach reflects our own when it comes to customers -- mass personalization," said Enrique Tomas, IT manager for Supermercados Peruanos. "They have studied the particular issues faced by retailers and are willing to adapt their solutions to fit the particular needs of our business to help us achieve our goals."
The new network achieved the retailer's goals of reducing the costs and complexity of a disparate phone system, cutting the number of dropped calls and increasing the reliability and communications coverage of its converged network.
Mitel's Contact Center Management agents are distributed throughout the retailer's stores and have increased its ability to remain responsive and available for customers and colleagues with the implementation of the application, according to Mintel. The system operates with a single virtual telephone exchange using the same resources and communications tools that it would have if it were working in a central contact center.
In addition, wireless handsets extend the reach of the communications network, giving callers the ability to reach store managers and staff to address customer, employee, or supplier queries.
An embedded IP-based software telephone (soft phone) feature of the PC-based Mitel Your Assistant desktop application allows Supermercados' mobile IT team and executives on the road to communicate and collaborate as if at the office.
Supermercados Peruanos, owned by Interbank Group, a full-service commercial bank based in Lima, operates Vivanda, Santa Isabel, Hypermarkets Plaza Vea, and Minisol supermarkets. The company has 5,000 employees and generates annual sales in excess of $300 million.