Case Study : Jurys Inn
Jurys Inn’s reservation staff were distributed across hotels in disparate locations, making it difficult for them to provide a consistently high quality of service and ensure calls were being answered quickly and efficiently. The hotel chain needed to open a contact center to handle reservations more effectively, but it didn’t want to lose the personal touch of its customer service. Jurys Inn needed a system that could shared across multiple sites, while still maintaining the personal feel of their service and supporting their brand values.
storm® provided Jury Inn a future-proofed solution. Its cloud-based automatic call distribution (ACD) created the backbone for Jurys Inn’s new contact center operations, as well as intelligent IVR that can be customized in minutes.
“We chose storm’s cloud-based IP contact center because of the flexibility it gave us for the use of intelligent IVR and call routing with a low total cost of ownership. We’ve enjoyed the savings and consistency associated with a centralised system, without compromising the experience for customers calling in to the contact center. storm is also making a crucial difference to the customer experience in our hotels. Our reception teams have more time to deliver outstanding service and they are less pressured at peak times.”
Shane Doyle, IT Manager, Jurys Inn
storm® routes calls seamlessly to the contact center or to individual hotels for optimal customer service
storm®‘s real time wallboard in the cloud gives Jurys Inn a unified view of their estate, helping them to optimise all their customer-facing operations.
storm®‘s scalability allows Jurys Inn to add users and multimedia functionality without having to purchase new communications equipment.