Company

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 The issue was an outdated cloud PBX system from another provider and challenges with on-call services.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.

5 out of 5 Stars
“We really came to the point where we needed our communications to keep up with the memorable experience our guests have come to expect. The Mitel cloud solution brought it all, enabling us to deliver that personal touch from the first communication onward.”
- Grant Pitman, General Manager, The Gerald Apartment Hotel
5 out of 5 Stars
“It’s imperative we’re able to serve our guests in real-time. With the Mitel cloud solution, our staff is a phone tap away at any time, with guest details right in front of them. It's all intuitive, empowering, and makes a powerful difference in the level of service we can deliver.”
- Grant Pitman, General Manager, The Gerald Apartment Hotel
5 out of 5 Stars
“The Gerald wanted to upgrade their communications with a solution that offered a large enterprise-grade feature-set, was reliable, and could be acquired through a simple monthly fee covering access, service, and support. The Aqura Cloud UC platform, powered by Mitel, ticked all the boxes.”
Travis Young, CEO, Aqura Technologies
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