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M2M In Hospitality Introduction Amcom Software. Metrics: –275 employees –3,000 customers –$56.7 million in profitable revenue Locations: Minneapolis (HQ),

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Presentation on theme: "M2M In Hospitality Introduction Amcom Software. Metrics: –275 employees –3,000 customers –$56.7 million in profitable revenue Locations: Minneapolis (HQ),"— Presentation transcript:

1 M2M In Hospitality Introduction Amcom Software

2 Metrics: –275 employees –3,000 customers –$56.7 million in profitable revenue Locations: Minneapolis (HQ), New York, Jacksonville, Manchester, Australia, UK, Dubai Founded in 1984 in Minneapolis, MN Overview of Amcom Software Amcom headquarters in Minneapolis

3 M2M In Hospitality

4 Hospitality Customers

5 Communications Challenges Emerging technologies (smartphones, tablets, SIP, presence) Ever-changing world of compliance Proliferation of input and output sources Shift in culture of messaging to communications Economic pressures – improve efficiency, customer satisfaction

6 M2M In Hospitality- Why ? Improve guest loyalty through enhanced customer service and brand enforcement Increase staff efficiency and productivity Reduce costs and increase revenue Compete on worldwide basis to provide superior guest experience Improve guest satisfaction and safety

7 Case Studies

8 The Accor Group - Australia Background 179 Properties in Australia & South Pacific region 40 Years Hotel Management experience Over 4000 Properties Worldwide Includes –Novatel –Pullman –Ibis

9 The Challenge Business Drivers Enable world-class guest service through effective, efficient staff communications Replace outdated paging systems Provide integrated messaging and Mobile event notification capabilities

10 The Solution System Installed –Fusion Event Notification System –IP Based Pager Messaging –Two-way Radio Integration –Push Button Support –Building Management Support

11 The Results Enhanced staff communications have enabled higher levels of customer service Ease of implementation and operation across multiple properties Mobile event notification delivers critical emergency and system monitoring information to staff on wireless devices, enabling fast, scalable responses “We have noticed that the added value available with the Amcom Software systems has led to greater staff efficiency and better customer service.” Kyle Stubbs - Telecommunications Manager Accor Group

12 2010 Amcom Software CONFIDENTIAL The Peninsula Group Background Eight Properties World Wide –Beijing –Hong Kong –Manila –Bangkok Over 2500 rooms 5 Star Accommodation Award Winning Hotels

13 2010 Amcom Software CONFIDENTIAL The Challenge Business Drivers Provide personalized customer service, including VIP notification On-site messaging fast staff contact Off site messaging of senior staff Make staff more efficient (housekeeping, engineering duty managers and concierge) Alarm integration to fire panel, Building Management System, Property Management System and other systems.

14 2010 Amcom Software CONFIDENTIAL The Solution System Installed –Amcom Messenger –Pager Messaging –Staff & Guest Dial-In –SMS Messaging –PMS Integration –Push Button Support –Building Management –Fire Alarm Input

15 2010 Amcom Software CONFIDENTIAL The Solution

16 2010 Amcom Software CONFIDENTIAL The Results Integration of hotel processes The integration allows measurement and management of hotel processes. Increased efficiency of staff Increased customer satisfaction “Communication is key to responsiveness, and responsiveness is critical to providing superior guest service. Amcom Messenger helps ensure our communication is seamless—so we can continue to deliver the exceptional service for which our hotels have always been known.” Desmond Wong - Operational Systems Manager -The Peninsula Hotels

17 2010 Amcom Software CONFIDENTIAL Background Ordered in November Length: 198 meters, Beam meters. 11 passengers decks Capacity: 450 passengers, 225 staterooms. Weight: 32,000 metric tons. One of 3 ships built for Seabourn Cruises. Seabourn Sojourn

18 2010 Amcom Software CONFIDENTIAL Business Drivers –Provide personalized customer service –On-board messaging for staff and customers (Paging) –On -board messaging of (senior-) staff (Spectralink VoWLAN phones) Make staff more efficient (housekeeping, engineering duty managers and concierge) –Alarm integration Mitel PBX, Martec Emergency System, Wireless Phone System, paging, relay contacts for direct contact from the bridge (push buttons) and other systems with additional Manual Messaging from any PC The Challenge The Challenge

19 2010 Amcom Software CONFIDENTIAL The Solution

20 2010 Amcom Software CONFIDENTIAL Integration of processes = Increased efficiency The integration allows measurement and management of processes Increased efficiency of staff = Cost savings, happier customers Increased customer satisfaction = Repeat Business “The mobile event notification solution works behind the scenes to help Seabourn provide great customer service to our guests.” John Polimenakos - Director of IT for The Yachts of Seabourn The Results

21 2010 Amcom Software CONFIDENTIAL M2M In Hospitality


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