Isrotel, Israel’s leading hotel chain, is promoting an innovative move in digital communication in the hotel sector. The new move modernizes Isrotel’s service centers by enabling multi-channel customer contact, including SMS and instant messaging as well as traditional voice calls.
Isrotel was already renowned for outstanding guest service, but its communications infrastructure was outdated. Each of its 24 hotels had a separate phone system, which led to inefficiencies in the way staff communicated. In addition, customer contact was limited to voice calls.
The new solution, provided by Bezeq International and using Ericsson-LG’s iPECS products, will transform the service that Isrotel can offer guests. A single, centralized service desk, purpose-built in Eilat, will cover all Isrotel’s locations, with an advanced digital system to prioritize and manage tasks as efficiently as possible.
Yohai Engelsman, Isrotel’s Chief Information Officer, explains:
“The basic idea is to digitally transform the contact system with the guests. A central call center will shorten response times, and the dedicated software will improve the quality of the service.”
He continues:
“The system will identify, in real time, the most available staff member for any given task. Each task is automatically entered into the system and monitored all the way through to resolution. If the task is not complete within a preset period of time, this will be flagged automatically, allowing a member of the service center to investigate and ensure completion.”
These automations will reduce human error, and ensure greater transparency and efficiency. Ultimately, this frees up Isrotel’s team to be even more available to provide the best-in-class service that guests expect.
Meanwhile, the availability of multi-channel communication will further enhance customer experience. Yohai provides an example:
“Let’s say you are at the beach, and want a fresh towel in your room for when you return. You can simply send a message via WhatsApp, SMS or Telegram and we will do the rest. Guests can still call if they prefer, but the availability of different options provides a much better experience.”
As well as improving guest experience and centralizing customer contact, the new solution will provide even greater scope for operational refinement. This is because of the software’s ability to generate, collect, and analyze data.
Yohai Engelsmann explains:
“We generate significant quantities of data relating to our service, and this new software enables us to analyze this to improve service and efficiency. For example, we might see that in a certain hotel there is a great demand for additional shampoo, or coffee, or any other product. We can then equip the rooms in advance with a larger inventory.”
This embrace of digital transformation brings Isrotel’s communication into the 21st century – to the benefit of the business, staff, and guests.
