A regional, family-owned supermarket chain with 114+ locations needed to modernize its outdated voice and contact center systems. Supporting 360 agents and 30,000+ employees, the organization required a seamless shift to a scalable omnichannel solution. The Partner engaged Vonage to deliver a unified Cloud-based enhancement that improved customer engagement and streamlined operations for long-term efficiency.

Customer Profile:

  • Company: A regional, family-owned supermarket chain
  • Industry: Retail Grocery
  • Locations: 114+ store locations

Objective:

Modernize an outdated on-premises Voice and Contact Center Solution, improve customer satisfaction, streamline operations across retail locations, and deploy a flexible architecture capable of supporting independent store operations.

Discovery:

During solution design and evaluation, the following challenges were identified:

  • Legacy on-premises systems limiting flexibility and innovation
  • Need for a seamless migration with minimal disruption to 30,000+ store employees
  • Requirement for phased deployment with flexible architecture and independent store operation capability
  • Limited access to reliable call recording and transcription for asset protection and compliance
  • Ongoing maintenance downtime and complex system administration

Solution/Deployment:

Vonage partnered with the Partner and their client to design and deploy a unified, scalable omnichannel communications solution that included:

  • Replacement of legacy on-premises systems with Vonage Business Communications (VBC) across 114+ locations
  • VBC for Microsoft Teams integration to streamline internal collaboration
  • Upgraded hardware across retail, corporate, and warehouse facilities
  • A unified interface for call recording, transcription, and analytics to enhance visibility and asset protection
  • AI-driven IVR enhancements projected to reduce average call handle time by up to 70%

Customer Gain:

  • Modernized communications infrastructure across a distributed retail environment
  • Improved customer satisfaction through omnichannel engagement and AI-driven efficiencies
  • Streamlined operations across retail, corporate, and warehouse teams
  • Centralized visibility into call recordings, transcriptions, and analytics for stronger operational oversight
  • Reduced maintenance burden and simplified administration through a unified Cloud platform

Partner Gain:

  • Major channel win generating $1.8M in annual recurring revenue
  • Commission and SPIFF opportunity tied to a strategic omnichannel engagement
  • Strengthened position as a trusted advisor delivering a tailored VBC + VCC solution
  • Long-term account growth potential across a 114+ location footprint