- Restaurant management company improves service quality and customer experience with new Avaya IP telephony system
Manama, Bahrain; 2016: MESK Holdings, one of Bahrain’s leading hospitality, food and beverage companies, in collaboration with Fakhro Communications, has successfully deployed communications solutions from Avaya to improve connectivity, increase staff efficiency and reduce operating costs.
Founded in 2005, MESK owns and operates a group of locally and internationally renowned dining establishments in prime locations throughout Bahrain. MESK wanted to replace its existing PBX system with a centralized IP telephony system that would allow the company to provide customers with a single contact number that could reach any establishment, while also allowing it to better monitor quality of service and call volumes.
By deploying the Avaya solutions, MESK has connected the head office with its different outlets, and enabled centralized voice mail and recording functions. Callers can reach any restaurant using the same number, while the company can monitor and record agents located in each branch. By doing so, resources in different branches can be easily shifted to help another when call volumes rise, reducing wait times and abandoned calls. The company can also use is now business analytics to capture data and intelligence to address staff resourcing requirements, such as identifying peak periods in advance. The centralized system has also helped MESK to cut implementation and support costs.
The system was rolled out by Fakhro Communications, part of the Abdulla Yousif Fakhro Group, one of the oldest and best-established group of companies in Bahrain. Deploying the solution across the head office and all branches took two months, in a phased implementation.
Jassim Rahma, IT Manager, MESK Holdings, said: “Fakhro Communications proposed Avaya’s system as the solution to our previous problems – which have now been successfully addressed thanks to the partnership’s true understanding of our unique requirements. We wanted a unified system that would allow us to seamlessly connect our outlets while providing our customers with easier access to our restaurants over the phone. With the Avaya solutions in place, we have been able to streamline our business, which, in turn, is enabling us to deliver a better customer experience than ever before.”
Sam Georges Sarraf, Country Manager – Bahrain, Avaya, said: “Customer experience is key to success in all industry today, and organizations of all sizes need to provide the right levels of service. Our solutions enable businesses to deliver the personalized experience that makes the difference between successful interactions and lost customers. Avaya, in partnership with Fakhro Communications, is proud to provide MESK with the solutions that have digitally enhanced their business.”
Mohamed Hasan, Director Business Development, Fakhro Communications, said: “As the owner of a large number of dining establishments across the nation, MESK needed a trusted partner who could travel alongside them and identify and address their business needs. Centralization and resource optimization will enable them to deliver superior customer experience. Avaya’s communication and collaboration solutions are the perfect fit for MESK, helping to ensure increased staff productivity and customer loyalty. We are excited to be a part of their growth and success as they expand further and will provide continued and consistent support.”
Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications with integrated, secure networking— offered on premises, in the cloud, or a hybrid. Today’s digital world requires some form of communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.
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