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Singapore hotel group achieves 80 percent cost savings with Avaya

Zafar Anjum | July 16, 2013
Pan Pacific Hotels Group significantly reduces guest response time with Avaya solution

Singapore-based Pan Pacific Hotel Groups has achieved 80 percent cost savings with Avaya, a global provider of business communications and collaboration systems and services announced today.

The group deployed Avaya Aura Unified Communications and contact centre technology to enhance its resource management, employee mobility and productivity to achieve greater guest satisfaction, said Avaya in a press statement.

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.

"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," said Tsi Lip Siong, vice president of information technology, Pan Pacific Hotels Group. "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."

According to Avaya, 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 organisation 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. This has enabled staff to be three to four times more efficient.

Pan Pacific Hotels Group has also seen significant cost savings to the tune of 80 percent savings on customer service costs, according to Avaya.


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