“PureCloud gives us trending data we use to optimize staffing, which has led to a direct increase in revenue.”
“The greatest impact of the PureCloud platform was how easily we could control the customer experience.”
About Fallsview Group
Fallsview Group is one of Canada’s leading privately owned hotel investment, development, and management companies. Fallsview Group has developed partnerships with world leading hotel and restaurant brands including Hilton, Starwood, Wyndham, along with Ruth Chris Steakhouse, The Keg Steakhouse, TGI Fridays, and IHOP. They continually strive to develop properties that provide consumers with a sense of luxury, along with an exceptional guest experience.
The Business Challenge
The employees of the Fallsview Group, including the reservation agents, were geographically dispersed across the many of Fallsview Group’s properties and it was decided that everyone would be moved to a single location in phases to minimize disruption. Also, the older and antiquated guest and employee communications platforms did not provide the necessary functionality, efficiencies and effectiveness for an experience expected by today’s more demanding and savvy prospective guests. Early in BrantTel’s engagement with Fallsview Group it was identified that the level of complexity of change to process, technology, and people would require the leaders of select departments to be directly engaged in order to understand their unique communication and collaboration needs and how that supported the larger overall business’ needs.
“BrantTel gave me the peace of mind that I have a partner that understood the business challenges and delivered the right CX solution.” Matt Ford, Fallsview Group
The Business Solution
BrantTel engaged the Fallsview Group Leadership Team early in the journey to secure key business insights essential to understand the required overall business outcomes.
Key insights included:
• Guest Experience – guests expected to engage seamlessly via voice, email, social media & webchat
• Operations – strategic detailed timeline of the moves to the new building by department
• IT – a network refresh would be necessary for any new solutions and timely with the move
• Always up-to-date – always be on the current and most stable release of software
• Credit Cards – a secure method for capturing credit card information with full PCI compliance (pause recording)
• Finance – preference for usage based Operating Expense model; not a Capital Expenditure
Overall, it was agreed by all that given the level of complexity a Crawl-Walk-Run approach was required to deliver on the immediate needs and lay the foundation for the future. The desired outcome was “Let’s do this once. Correctly.”
The Business Outcome
Phase 1 – The initial project included BrantTel providing a LAN & WiFi Wireless Network, powered by Aruba/HPE, to ensure that the provisioned Genesys PureCloud for 60 Communicate Users with Polycom VVX411 deskphones would function optimally and power the devices they need in the new office before the Finance Team was moved in. Phase 2 – BrantTel provisioned the Genesys PureCloud with 20 Reservations Agents for a full omni-channel guest experience. Phase 3 – BrantTel provisioned the addition of 8 Reservation Agents to meet the growing demand for guest reservations across the Fallsview Group brands and properties.