Deli XL

Type: Wholesaler in the food service market
Location: Head office in Ede, with 20 further sites across the Netherlands
Configuration: Networked Mitel 3300 IP Communication Platforms (ICP) in combination with Mitel Contact Center Solutions and Sun Ray thin client integration
Website: www.DeliXL.nl

The Company:
Deli XL is wholesaler and market leader in the food service market. From its 20 sites in the Netherlands, Deli XL supplies foods to the catering industry, homes for the elderly, hospitals and schools. Whether it concerns fresh ingredients, freshly-made products, groceries, crockery or cleaning products, Deli XL is a total supplier in the food service market.

The Challenge:
A significant part of Deli XL’s turnover is generated through orders that come in over the phone. Customers need to be able to contact at all times. A missed call can mean missing out on a large order. Deli XL’s incumbent system was too expensive, had limited expansion options, and on top of that it simply did not provide enough functionality for them to be able to deal with all user queries. With 15,000 incoming calls and another 15,000 outgoing calls, the system no longer met technical and customer-specific needs.

Customer Needs:

• Improve communications
• Reduce management and maintenance costs
• Increase capacity
• More functionalities, such as call forwarding and voice mail

Solutions Components:

• 3 x Mitel 3300 MXe Controller
• 8 x Mitel 3300 CX Controller
• 835 x Mitel 5224 IP Phone
• 20 x Mitel Teleworker solution 
• 35 x Mitel Mobile Extension
• 250 x Mitel Contact Center Manager
• Mitel Intelligent Queue
• Mitel Enterprise Manager

Results:

• Maximum contact, through redundancy at the exchanges
• Time savings through centralised management
• Extensive functionality, such as call forwarding, telephone directory, voice mail and number routing
• Easy to use
• Energy efficient