Why Call Accounting Matters for Hospitality
July 31, 2014
By Susan J. Campbell
TMCnet Contributing Editor
When we think about indoor waterparks, we don’t often think about phone systems. But, like any other business, waterparks need an effective way to communicate with customers. For the Great Wolf Lodge in Sandusky, Ohio, an IP-based solution seemed like a great fit and a partnership with Guest-tek was the right way to go.
As part of the implementation plan, Great Wolf Lodge installed the Guest-tek OneView Voice iACT Solution across more than 30 administrative phones and 271 guest suites across the Sandusky property. Now the waterpark not only supports innovative interactions with guests, they also extend the capability to all users and staff.
Features of the new iACT Solution include call accounting, voice mail, cold redundancy and more. Cold redundancy is a feature found on systems in climates where temperatures can hit unbearable levels or weather events can render a system inoperable. It reduces system downtime in the event of a system failure due to severe weather.
With this backup, a second processor is maintained on site so the property can be back up and running in an emergency, limiting any disruption in service. Such a plan is a smart move in an industry where immediate communications are a must to enhance the guest experience. Likewise, business can easily stop when communications are unavailable, costing money and even damage to brand perception.
Outside of just this one implementation example, companies like ISI Telemanagement Solutions (News - Alert) provide solutions that help organizations drive better efficiency, productivity and profitability. Reporting tools are readily available to support enhanced telecom analytics and adjust to the unique needs of each company.
Also with call accounting, organizations can get a better handle on their spending and better identify any challenges that may emerge. It’s an important priority as that live call is often the first brand perception. Without a quality solution in place, it could also be the last communication you have with the customer.
Edited by Stefania Viscusi