The recently-transformed Singapore hotel increases customer satisfaction and staff productivity with new Avaya IP communications platform.
SINGAPORE – Jebsen & Jessen Communications (JJC), a leading business communication specialist, has implemented the first full IP telephony solution from Avaya in the Singapore hospitality industry at Pan Pacific Singapore, managed by Pan Pacific Hotels Group (PPHG). The cutting edge hospitality solution has delivered significant cost reductions, increased customer satisfaction, enhanced manageability, and improved staff productivity.
When Pan Pacific Singapore underwent an extensive S$80 million transformation from April to August 2012, Pan Pacific Hotels Group took the opportunity to overhaul the IT infrastructure at the iconic hotel as well. State-of-the-art technology deployed in creative ways would give Pan Pacific Singapore an edge over many hotels.
Pan Pacific Hotels Group chose Jebsen & Jessen Communications (JJC) to conceptualise and execute the implementation on the basis of an existing working relationship, JJC’s deep expertise with Avaya platforms (as the only Avaya Platinum Partner in the ASEAN region) and its commitment to quality service directed at addressing business goals.
“JJC has been our technology partner since 2004, and is extremely familiar with our company and the way we work,” explained Mr Tsi Lip Siong, Vice President, Information Technology, Pan Pacific Hotels Group. “We were confident that JJC consultants would deliver the most relevant technology infrastructure that would complement all the other aspects of Pan Pacific Singapore’s transformation.”
‘Wow’ Factor for Guests and Staff
JJC conceptualised an integrated IP-based hospitality enablement suite in place of the existing analogue Nortel (now Avaya) telephony system within the tight timelines that PPHG required, resulting in immediate savings from running voice communications over the data network instead of a separate PABX system.
Additionally, the new Avaya Aura IP communications platform has brought about better investment protection, increased flexibility and ease of use.
JJC also helped to add advanced voice mail and wakeup call functionality to the Avaya IP phones in the hotel rooms, and integrated the software-based JJC Packaged Applications Suite on the IP phones so that they can display guests’ names and share useful information such as weather updates. Using IP phones, guests can make requests through one-touch services, shortening the request cycle and reducing the possibility of human error.
Mobility Adds Flexibility
In addition, JJC’s Comdasys Fixed Mobile Convergence (FMC) solution allows employees to be reached through corporate phone extension numbers via their own smart phone or hotel-provided mobile communications device. This solution has eliminated mobile communications costs as well as the need for a fixed line phone and dedicated desk for every back-of-house associate, and increased staff satisfaction for staff who want to make use of personal devices for work, a trend often termed BYOD (bring your own device).
“About 80% of back-end communications is within our four walls,” explained Mr Tsi. “With comprehensive wi-fi coverage and Comdasys, our staff can talk to each other without incurring additional communications costs or mobile subscription costs with a telecommunications provider.”
Additional hardware costs have been reduced as call centre staff no longer need dedicated hardware to perform guest check-ins or answer enquiries. Avaya One-X Attendant software allows staff to work on interchangeable touch screen PCs. Avaya technology also provides detailed insights for decision making.
“JJC has a very good understanding of their customers’ challenges and how technology can be leveraged to further business goals. They have in-depth knowledge for integrating a wide range of communications technologies, and come up with excellent adaptations for evolving conditions,” concluded Mr Tsi.
Vicky is the co-founder of TravelDailyNews Media Network where she is the Editor-in Chief. She is also responsible for the daily operation and the financial policy. She holds a Bachelor's degree in Tourism Business Administration from the Technical University of Athens and a Master in Business Administration (MBA) from the University of Wales. She has many years of both academic and industrial experience within the travel industry. She has written/edited numerous articles in various tourism magazines.
