swcomms provides The Edgemoor with a replacement hotel telephone system with DECT handsets to ensure it never misses an incoming call.
The Edgemoor is a family-owned country house hotel in Dartmoor, South Devon. It was built in the 1870s and used to be Bovey Tracey Grammar School. As well as rooms and a restaurant, The Edgemoor is a popular venue for weddings and conferences.
The hotel was an existing swcomms’ customer having used an Alcatel 4200 telephone system for some 13 years. They were keen to upgrade the system to accommodate the needs of its mobile members of staff who are constantly moving around the premises. The management wanted to eliminate the risk of missing a call and any booking requests.
swcomms installed an Alcatel-Lucent Omni PCX Office telephone system, new cabling, additional telephone lines, and broadband connections to provide a single solution from one supplier. The Alcatel-Lucent Omni PCX Office telephone system is a robust and reliable solution designed to serve the needs of small to medium businesses and offers extra functionality not previously available on the Alcatel 4200 system. The legacy system had become obsolete and while swcomms was committed to supporting the hotel should the system have failed, it was on a best endeavours basis as the manufacturer no longer supported this model of the system. The hotel was running the risk of being without a phone system if a fix could not be achieved.
Streamline the call handling process
An automated attendant was used to streamline the call handling process to ensure the most appropriate member of staff answers incoming calls. The hotel now has the option to answer each call with a recorded greeting before inviting the caller to press 1 for room reservations, 2 for events, 3 for the kitchen, and so on. This facility helps relieve the workload of reception staff who also have deal with face-to-face queries at the desk, and ensures potential customers reach the member of staff they need to speak to straight away. DECT handsets solved the Hotel’s need for a mobile solution to ensure all members of staff could be reached wherever they are working on the ground floor.
Computer telephony integration (CTI) was used to integrate the Hotel’s computer system with the new telephony solution to streamline day-to-day working practices by enabling quick access to reservation and event records and the option to click-to-call via PC screens. In short, the hotel invested in a telephony solution that has the ability to answer every incoming call, to direct calls to the most appropriate handler and to reach any member of staff, regardless of where they are working. And this was important in a competitive Devon market, where any missed call may result in a lost room or event booking.
Finance was provided by swcomms’ subsidiary company, SWT Finance, which has enabled the Hotel to obtain the new system on a lease purchase basis with payments tailored to suit the seasonal nature of its business. This meant the new solution was affordable. The hotel also reused their existing handsets in the hotel rooms to save on extra costs.
Extra lines were provided to ensure callers were not met by the engaged tone if multiple calls came in at the same time. swcomms migrated the hotel to ISDN2 service, which also meant direct dial-in numbers could be allocated to certain members of staff to avoid reception congestion. Business broadband from swcomms supplied fast and reliable access to email, websites and other internet services and helped to consolidate all of the hotel’s communications provision from one supplier, thereby simplifying the billing process and proving cost benefits. The hotel also benefits from the peace of mind and convenience of a single point of contact for all queries while receiving regular catch-up calls from a dedicated account manager to ensure the solution still meets its needs.
Charles Russell, general manager of The Edgemoor, said: “We are always happy with the service we receive from swcomms. They are always fast to response to our business needs.”