| Servion's Role |  | |
| Some of the key customer interaction challenges institutions in this domain face are: |
| • | Convenience
Frequent users of hotels want to be able to conduct their business with the establishment in a quick and painless manner. Centralized reservation services through multiple channels are integrated with the Property Management backend. This allows agents to recognize individual customers. These solutions are being used increasingly to deliver convenience. |
| • | Recognition
Customers want to be recognized when they arrive at a property – or call in for reservation. They do not want to have to walk through all the details of their name and address, corporate tariff structure, room preference, each and every time they call in/ arrive. Customer interaction technology is being increasingly used to ensure that agents in the Contact Center, front office staff, and other hotel employees have access to a unified view of the customer that helps them recognize the customer and deliver the appropriate service. |
| • | Personalization
Most guests tend to have a specific set of preferences. The challenge for the business is to make sure that information is captured and presented to its staff. The business then needs to ensure that this information is used by the staff to interact in a manner that enables personalized service to the customer. For example, the agent can offer the kind of room preference and other value-added services in a proactive manner based on customer history made available in real time - generating true customer delight. |
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Round the clock service for members
A leading resort and casino has more than 100,000 customers and is expecting numbers to grow year on year. With such a large customer base, the hotel needed an application that would provide round-the-clock services to its customers with an aim to reducing the number of calls on hold, reducing transaction time, and allowing the hotel to offer more personalized service. Servion developed an application, which provides round-the-clock services to the Club Card members of the hotel. The language of interaction is English. Callers are provided with the option of choosing from reservations, automated point balance service, ticket reservations and spa appointments. The resort is now able to process calls and requests faster and in shorter transaction times avoiding call holds. |
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A Servion Solution for 'Guest Connect'
A hotel, part of one of Asia's leading hotel chains had their guests on hold when they called, as information was not readily available. Employees took an unacceptably long time to address guest requests and there was no means to identify repeat requests/ calls. Servion's solutions were deployed and integrated with the hotel's back-end applications to develop a program called 'Guest Connect'. This resulted in employees receiving guest details on screen simultaneously when the call was delivered. Better and more immediate responses were delivered to the guest. The hotel employees were able to automatically see key details about the guest such as name, interaction history, amongst others allowing the hotel to offer more personalized service. The hotel now has a more efficient and informed workforce that is able to complete requests/ calls in shorter transaction times avoiding human error and call holds.
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