Upgrading Operations for a Hotel Franchise
Background
Client: Hotel Franchise with 5 Locations
Industry: Hospitality
Services Provided: Unified Communication, AI, IoT, Energy Management
A hotel franchise operating across 5 locations was burdened by outdated communication and operational technologies. Their legacy systems included on-premises PBXs and traditional telco voice services (analog lines/PRI), leading to high costs and maintenance issues.
Challenge
The hotel franchise faced multiple critical challenges:
High Costs: The existing on-premises PBXs and traditional telco services were expensive to maintain.
Maintenance and Parts Availability: Frequent PBX maintenance issues and difficulty sourcing parts.
Complex PBX Management: Managing multiple PBX systems was complicated and time-consuming.
Lack of Self-Service Functionality: Guests had no options for self-service, impacting satisfaction and efficiency.
Compliance: Required compliance with state legislation, particularly regarding employee safety regulations.
Rising Energy Costs: Increasing operational costs due to rising energy consumption.
Guest Expectations: High expectations from guests for modern amenities and efficient service.
Solution
KaizenCX implemented a comprehensive solution, including unified communication, AI, IoT, and energy management, to address these challenges:
1. Unified Communication:
Replaced legacy on-premises PBXs with a hospitality cloud phone system integrated with Property Management Systems (PMS).
Simplified management with a unified PBX management platform.
2. AI-Powered Virtual Agents:
Deployed AI-powered virtual agents to provide customer self-service for traveler authentication, bookings and confirmations, modifications and upgrades, cancellations and reschedules, and travel FAQs.
3. IoT Solutions:
Installed IoT employee panic buttons to ensure compliance with state regulations and enhance employee safety.
Implemented IoT asset tracking and smart smoke and vape sensors for better monitoring and security.
Introduced IoT AC switch automation for improved energy efficiency.
4. AI-Powered Surveillance and Energy Management:
Implemented an AI-powered surveillance system to enhance guest and employee safety.
Installed smart electronic filters, resulting in a 13% reduction in kWh usage.
Deployed smart water sensors, achieving 31% water savings.
Added EV charging stations to cater to guests with electric vehicles.
Outcome
KaizenCX's implementation resulted in significant improvements for the hotel franchise:
Cost Reduction: Lowered operational costs by eliminating outdated and expensive technologies.
Enhanced Communication: Streamlined communication with a hospitality cloud phone system and unified management platform.
Improved Self-Service: Increased guest satisfaction with AI-powered virtual agents providing efficient self-service options.
Compliance and Safety: Ensured compliance with state legislation through IoT employee panic buttons and enhanced safety with AI-powered surveillance.
Energy Efficiency: Achieved substantial energy savings with smart electronic filters and water sensors.
Guest Amenities: Enhanced guest experience with modern amenities, including EV charging stations.
Testimonial
"KaizenCX's innovative solutions have transformed our hotel's operations. The shift to a cloud-based phone system and the implementation of new technology have significantly reduced our costs and improved our guest experience. We've also seen substantial energy savings, making our operations more sustainable." - Tom G., Head of Operations
Impact
KaizenCX's strategic approach and cutting-edge technology implementations have revolutionized the operations of a hotel franchise, leading to cost savings, enhanced guest satisfaction, and improved compliance and safety. This case study demonstrates KaizenCX's ability to deliver tailored solutions that address specific industry challenges and drive meaningful outcomes.
