Hand Picked Hotels

Hand Picked Hotels Step Up Customer Service With Mitel IP Solution

The Company
Hand Picked Hotels is a privately owned and managed hotel group created with a portfolio of 17 fine country house hotels throughout the UK and the Channel Islands. Its aim is to be at the forefront of a renaissance in fine British hospitality offering superior customer service.

The Challenge
The telephone system was up for renewal and one of the main objectives for moving to an IP solution was that the telephony could integrate with the hotels other back office systems. The decision was taken to implement a Central Reservations Office (CRO) to improve customer service.

ABOUT HAND PICKED HOTELS
Business Type: Hotel
Location: UK
Configuration: Mitel 3300 IP Communications Platform (ICP), Mitel Contact Centre Solution
Website: www.handpickedhotels.co.uk/

CUSTOMER NEEDS

• Integrate telephony with back office systems
• Network individual hotels together
• Improve customer service with new contact centre

SOLUTION COMPONENTS

• Mitel 3300 IP Communications Platform (ICP)
• Mitel Contact Centre Solution

RESULTS

• Contact centre enabled the manager to plan for busy periods to meet high volumes of calls
• Pre-recorded messages are played to callers who are waiting in a queue informing them of latest offers
• Skilled based routing allowing the manager to route different levels of calls through to the correct agent
• Increased call handling resulting in improved customer service
• Mitel IP solution integrates with back office systems

Hand Picked Hotel (PDF 397KB)