BEZEQ INTERNATIONAL'S DIGITAL TRANSFORMATION PROJECT FOR ISROTEL HOTEL CHAIN: THE INNOVATIVE GUEST SERVICE CENTER

Communication Revolution in Isrotel: The hotel chain will unite the guest service centers of all hotels across the country under one smart switchboard solution * The revolutionary move was made possible thanks to the unique development and use of the Ericsson LG Enterprise collaboration platform and will be carried out by Bezeq International * The new move is expected to streamline work, save manpower and dramatically improve service for hundreds of thousands of hotel guests

Revolution of progress: The Isrotel hotel chain is currently promoting an innovative move to change the nature of work in one of the core systems of hotelkeeper  work – the guest service centers will provide a hybrid response of service representatives with optimal availability and a variety of automated response options through an application, texts, chats and more.

Anticipate guests' needs
"The basic idea is to digitally transform the guest contact system," explains Yochai Engelsmann, VP of Information Systems at Isrotel Hotels, "We will of course maintain human communication options, everything will be done in a much more efficient way that will provide an excellent response to guests and increase operational efficiency.  Moving to a central hub will allow to shorten the response time to the guest and the use of an advanced digital system is expected to improve the quality of the service: the system will be able to identify in real time, through dedicated software, the most available staff member for any task that requires treatment. Each such task is automatically entered into the system and monitored until the problem is resolved, so if a closed trouble ticket report is not issued within a predetermined period, a central hub team will rush to examine the issue.

Yochai Engelsman, VP Information Systems at Isrotel Hotels

"This is a pioneering move by Isrotel and Beze International with respect to the use of technology for the benefit of hotel needs," explains Alon Shuker, project manager at Shahar Communications Consulting, which accompanies Isrotel in the project, "Until today day the common perception in all hotel chains has been how to adapt the hotel telephone networks to the concept of service centers. In this case, the idea is reversed: we chose Aspire's center system, which knows how to provide all the services of a modern switching board with interfaces that are created for a hotel system. It improves the level of service for guests and allows better accessibility, streamlines work and reduces hotel expenses.  

From left, Eran Barak – Director of Strategic Customer Sales, Uri Dubitzky – Deputy CFO Isrotel , Lital Elezra – Bezeq Internatioal
Account Manager, Yochai Engelsman – VP Information Systems Isrotel, Alon Shuker –  Colaboration ConsultantLior Shahar Communications Consulting Company, Yaron Regev – VP of Procurement Isrotel, Shavei Asher – Director of the Collaboration Department – Bezeq International, Dror Boteach ba-El –Collaboration Solutions Engineer Amir Warman –IT Infrastructure Manager 
Isrotel

Dial zero is so 20th century
The service centers that operate in more than 20 Isrotel hotels throughout the country will be replaced by “ISC” (Isrotel Service Center), which will operate from an innovative Operation Center establishment located in Eilat and will benefit from a skilled workforce that will provide a 24/7 response to all hotels in the chain.

Engelsmann:"For the hotel guest this is good news as waiting times will be significantly shortened and the service will be upgraded. Moreover, and equally significant is that the nature of the engagement will be made accessible and adapted to the 21st century. Those who wish will be able to continue dialing 0 from their hotel room in order to talk to a customer service representative, however, the new system will also have a wide range of more updated communication options. You are on the beach and want a clean towel waiting for you in the room all you have to do is send a WhatsApp message (or Messenger, Telegram, Text, etc.) and a new stock of towels will be waiting for you in the shower when you return.

Englesman stresses yet,” Alongside the more efficient manpower management, the hotel chain is expected to have a much more significant operational improvement resulting from the software's ability to generate databases and real time customer service reports: "We generate very significant data, which allows us to perform smarter monitoring, tracking and management. This will enable us to deal in real time with mistakes or recurring failures, detect problems even before they happen and improve our responses quickly. If, for example, we see that a particular hotel is in high demand for extra shampoo, or coffee, or any other product – we can equip the rooms in advance with a larger inventory".

Bezeq International's special development for the hotel industry
"The new array,” says Shavei Asher, director of The Collaboration department in Bezeq International, is tailored by Bezeq International especially for the Isrotel network specifications, using  Ericsson LG Enterprise's  iPECS platform.   This is a dedicated private cloud solution for the Isrotel hotel chain installed at 2 of the customer’s sites in Eilat and Tel Aviv in geographical diversity connected to the hotel software and includes Aspire’s call center solution which consists of 30 representatives who take the incoming calls as well as calls from all hotels throughout the country directly to the ISC (Isrotel service center) and includes features to measure and analyze the performance of the hotline while providing personal service to guests.  In addition, special adaptations and developments were made to the CEMAX customer calls management system for the hotel environment, while creating integration interfaces for the network's information systems".

Asher adds: "The Ericsson LG system which will be installed is the IPECS UCM model, which supports up to 30,000 ports and has growth capacity to up to 1 million ports, in the first stage we shall implement the system in 24 hotels of the chain. In the future the system will easily implemented in any extra hotel that the company is expected to add in the coming years in future expansion of thechain."

"This move was made possible thanks to the special development of advanced technology designed to provide a specific response to the needs of the network,adds Shavei Asher, as well as great teamwork of my colleagues at Bezeq International: Nicole Tzruya, director of ENT sales, Lital El-Ezra Isrotel account manager and Eng. Dror Boteach Ba-El the solution engineer who designed a complex feature which provides the optimal answer to our customer’s needs. 

The information is sponsored by Bezeq International, the communications and integration company that provides end-to-end  SOLUTIONS and specializes in Collaboration  solutions and smart systems for organizations.

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