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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.

“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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