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The Gerald Apartment Hotel provides award-winning, luxury accommodations for a mix of holiday and business guests traveling in the tourism hub of Geraldton, Western Australia.
Situation
Customer experience is a priority for hospitality businesses, and The Gerald is no different. When it came to their business tech, The Gerald wanted to keep up with their customers. The issue was an outdated cloud PBX system from another provider and challenges with on-call services. They were also without a reliable local IT partner, so upgrading to the latest and greatest in business communications tech was on hold.
Why Mitel?
The Gerald Apartment hotel was previously using a simple cloud-based solution, but it was limited by a lack of features they needed to support its business goals. The Gerald chose Mitel because of the simple and predictable monthly cost, a broad range of features, and minimal capital upgrade requirements.
Results
After consulting with Mitel-recommended IT specialist provider Aqura Technologies, The Gerald was on its way to an updated, 50-seat enterprise-grade Mitel Flex cloud solution managed and supported by Aqura in-country. Aqura seamlessly integrated existing IP phones with Mitel unified communications and provided additional latest-generation Mitel IP handsets to support additional staff needs. The Gerald now uses Presence – an important status indicator found in many Mitel solutions. Coupled with Mitel mobile applications, Presence provides a simple way of knowing who is available to answer a customer inquiry or who is on call at any time. It’s easy to get hold of roaming or on-call staff with a single reach number – the perfect way to support The Gerald’s ‘first-call resolution’ goal for customer questions.
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