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PENINSULA HOT SPRINGS

Peninsula Hot Springs is an award-winning geothermal hot springs and day spa located on the stunning Mornington Peninsula, 70km South East of Melbourne, Australia. The company was being weighed down by an unreliable, on-site, single telco phone system. With staff edging 350 and with a vastly more diverse business and service offerings, it engaged Mitel and Essential Data and Voice (EDV) to deploy a fully integrated cloud solution that has completely transformed the business.
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“We needed something that would unify all our communications, from voice, to email, chat and social media, into the one single pane of glass.”
Heather Pearce, Systems Implementation Officer 

Situation
  • The company finally called time on a 10-year old on-site telephony system that was leading to serious inefficiencies
  • Dropped calls and other problems were becoming more frequent, while staff often had to physically locate colleagues to deal with customer and administrative issues
  • Lack of integration across the communications stack was creating unnecessary delays in fielding queries and processing bookings
Results
  • Fully integrated cloud-based communications system combining voice, email, chat and social media channels
  • Simplified call-flow management via a single pane of glass means staff can now handle customer queries more efficiently, converting them into bookings faster
  • Ability to focus more clearly on core services while integrating telephony with CRM and business analytics to drive further insights and quality improvement

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Solutions
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