Pan Pacific Hotels Group Significantly Reduces Guest Response Time and Delivers 80 Percent Cost Savings with Avaya
09 Jun 2013
Enhanced enterprise mobility and 3 - 4 times faster response rate to guest requests
80 percent cost savings from efficiencies in resource and staff allocation for service delivery
20 percent reduction in equipment and infrastructure costs
Singapore – Avaya, a global provider of business communications and collaboration systems and services has today announced that its Avaya Aura® Unified Communications and contact center technology has been chosen by Pan Pacific Hotels Group to enhance its resource management, employee mobility and productivity to achieve greater guest satisfaction.
Based in Singapore, Pan Pacific Hotel Groups owns and/or manages over 30 hotels, resorts and serviced suites with over 10,000 rooms in Asia, Australasia and North America, comprising two brands: Pan Pacific® and PARKROYAL®. With the refurbishment of Pan Pacific Singapore hotel at Marina Bay and the construction of its latest hotel, PARKROYAL on Pickering, the Group seized the opportunity to enhance its communications system to boost its capabilities in Singapore's increasingly competitive and demanding hospitality landscape.
Pan Pacific Singapore was looking to provide new room service options where guests could get a faster response time and overall more efficient and effective personalized service. This became imperative as Pan Pacific was keen to elevate its customer service capabilities through increased efficiency and better resource management.
Core to the deployment was the installation of IP Deskphones in guest rooms and hotel back office, alongside the deployment of the Avaya Aura Communication Manager. The Avaya Aura Unified Communications Network allowed staff members to answer and respond to requests from anywhere in the hotel more efficiently.
The deployment enabled the organization to reduce the number of employee mobile phones required by about 84 percent (from 160 to around 25 phones), and number of phones required by its back offices by 50 percent (from 300 to 150). More importantly, the deployment allowed the hotel to embrace a Bring-Your-Own-Device (BYOD) approach where staff could use their own mobile devices to respond to customer demands on-the-go. With devices and applications running on a converged network, this reduced problems of possible delays from less reliable mobile phone signals or handsets, enabling staff to be 3 - 4 times more efficient. Managers in the contact center can now track and record calls made by different operators, monitoring call queues and average call time. What this means to Pan Pacific is more accurate determination of customer service gaps and routing of requests to the most relevant operator.
Pan Pacific Hotels Group has also seen significant cost savings. The ability for mobile employees to remain connected means greater flexibility and ability to multitask more effectively, and has allowed for hot desking - eliminating the need to build or lease substantial office space. It has also helped minimize the number of different staff involved in a single customer request. Pan Pacific Hotels Group is also able to rapidly and cost-effectively deploy applications to users -regardless of the device they are using or the network to which they are connected. Together these initiatives have helped deliver an 80 percent saving on customer service costs.
The overall efficiencies gained through the Avaya network and IP telephony freed up the hotel’s staff members to spend more valuable face-to-face time with guests – a key service differentiator in the hospitality industry. The converged network and standardised, IP telephony also minimized time and costs required for IT and equipment maintenance and administration.
This announcement highlights Avaya's commitment to bringing The Power of We™ to every Avaya customer to help drive faster collaboration, smarter decisions and better business results.
Quotes: "We needed to improve our industry competitiveness by enhancing staff mobility and offering guests new room service options, such as room cleaning or laundry requests. We also wanted to reduce equipment maintenance, administration and costs by deploying a converged network to operate hotel telephony, CCTV and in-room data services. Avaya IP telephony is part of our long-term business plan, particularly with Avaya's strong understanding of the hospitality industry and excellent product and network integration. We see Avaya as the perfect choice for Pan Pacific, and the company has the vision and scalability to grow with us as we open new hotels." TSI LIP SIONG, VICE PRESIDENT OF INFORMATION TECHNOLOGY PAN PACIFIC HOTELS GROUP
"To meet the increasingly demanding needs of customers today, businesses have to be equipped with capabilities to better collaborate, analyse and meet their requests quickly and accurately. The 2012 Avaya Asia Pacific Customer Experience Index revealed that two in five customers are willing to move or have moved their business due to poor customer service. Pan Pacific is a great example on how businesses can leverage technology to drive productivity, mobility and better resource management – contributing to a superior customer experience and ultimately better loyalty." LEE CHONG-WIN, MANAGING DIRECTOR, ASEAN AVAYA
Tags: Avaya, Pan Pacific Avaya, Avaya Aura, Avaya Aura Collaboration, Avaya Unified Communications, Avaya Unified Communication, Avaya UC, Avaya IP Office, Avaya IP phone, Avaya IP Telephony, @IPOfficeKB, Avaya Singapore, Hospitality, Pan Pacific Hotels Group, 80 Percent Operational Cost Savings
About Pan Pacific Hotels Group Based in Singapore, Pan Pacific Hotels Group owns and/or manages more than 30 hotels, resorts and serviced suites with over 10,000 rooms in Asia, Australasia and North America. The Group comprises two brands: Pan Pacific® and PARKROYAL®. Pan Pacific provides premium hotel accommodation and services throughout Asia and the Pacific Rim, while PARKROYAL offers a collection of comfortable leisure and business hotels and resorts located in cities across the Asia Pacific.
About Avaya: Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
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