to Improve Rapid Response Time
In-building Wireless Telephone System Increases Productivity,
Provides Greater Guest Satisfaction
|SEATTLE—July 27, 2005—Diversified Computer Corp. (DCC), maker of GuestWare,
the lodging industry’s leading customer relationship management software,
announced that it is leveraging SpectraLink
Wireless Telephones to significantly improve the speed at which Rapid Response
messages are transmitted throughout hotels. SpectraLink handsets receive
and send messages through GuestWare using a hotel’s wireless infrastructure.
Two full-service hotels representing a major U.S.-based company are currently using the Wireless Telephones and communication interface. An additional 20 properties already using GuestWare and SpectraLink headsets are also being targeted for the solution. DCC and SpectraLink Corp. (Nasdaq: SLNK), the leader in workplace Wi-Fi telephony, use a third-party middleware product from Emergin Inc. to rapidly deploy the interface.
"The system adds speed and reliability to the rapid response process," says Mike Benjamin, vice president of Seattle-based DCC. "Our customers like it because there is virtually no latency with the messages. This allows the engineers and other runners to respond and close out calls quicker. Also, two-way text messaging eliminates the labor associated with verbal communication and provides more accountability."
When SpectraLink comes into a property, it looks for quality wireless coverage for the entire building either using the hotel’s existing Wi-Fi infrastructure or by installing SpectraLink proprietary Base Stations throughout the property. It also equips managers and staff with its Wireless Telephones—a key advantage for those using GuestWare. SpectraLink Wireless Telephones combine the traditional office phone with radio and text messaging capabilities in one mobile device. SpectraLink handsets are interoperable with nearly all enterprise-grade access points and fully integrate with all major enterprise VoIP and PBX platforms.
"SpectraLink Wireless Telephones provide hotel associates with a single handset for all their communication needs," says Jill Kenney, executive vice president of sales and marketing, SpectraLink. "The handsets have optional push-to-talk capabilities, eliminating the need for radios and enabling instant group calling. Because SpectraLink integrates with a facility’s existing PBX system, the Wireless Telephone also can receive calls originally destined for an hotelier’s desk phone. Not only is it more convenient, but combining all these functions in one device is cost effective."
The Rapid Response process
When a guest reports a problem to a service agent in a hotel using the new GuestWare/SpectraLink solution, the service agent logs the call in GuestWare, which then sends a text message to the appropriate person designated for that type of call—an engineer, for example. Using the screen on the SpectraLink handset, the engineer acknowledges the message. Once the task is completed, the engineer then uses the handset to send notification back to GuestWare where the task is closed.
"We think this solution offers an immediate improvement for our existing hotel customers," Benjamin says. "We are looking forward to working together with SpectraLink to help educate other hoteliers about the benefits of the combined solution."
SpectraLink, the leader in workplace Wi-Fi telephony, delivers the power of mobile voice and messaging applications to businesses worldwide. Seamlessly integrating with VoIP and traditional telephony platforms, SpectraLink’s scalable technology provides instant access to people and business-critical information. SpectraLink handsets free on-premises employees to be more accessible, productive and responsive. For more information, visit www.spectralink.com or call 1-800-676-5465.
GuestWare provides property and enterprise CRM solutions specifically to the lodging industry with more than 15 PMS interfaces and more than 700 hotel customers. GuestWare enables hotels and management companies to streamline and enhance service delivery and guest recognition processes. GuestWare was the first company to develop a comprehensive Rapid Response problem resolution system integrated with guest recognition and essential to successful customer relationship management.
GuestWare, Customer Relationship Management software for the lodging industry, is developed, marketed, implemented and supported by Diversified Computer Corp., Seattle. GuestWare’s suite of software products includes Enterprise, Guest Recognition, Rapid Response, Incident Tracking, Facilities Maintenance, Comment Card Tracking and Communication Server. GuestWare is installed in more than 700 hotels worldwide. For more information about GuestWare, go to www.guestware.com, or contact Mike Benjamin at (888) 504-8378.
|Also See||GuestWare Unveils New SmartRunner for Pocket PC and Java-Enabled Cell Phones at HITEC; Application Adds Speed, Functionality to Industry’s Leading Rapid Response System / June 2005|
|Diversified Computer Corp. Moves GuestWare Headquarters to Seattle’s Futuristic, High-Tech Fisher Plaza; Cites Increased Demand for Safe and Secure Data Hosting / February 2005|
|Park Hyatt Chicago Chooses GuestWare to Power Call Center; Hotel is Seventh Hyatt Branded Hotel to Select Industry Leading CRM Solution / December 2004|
|GuestWare Partners with iPost to Add Personalized Direct E-mail Marketing to Industry Leading Guest Recognition Solution / November 2004|
|GuestWare, Mintek Mobile Data Solutions Form Strategic Alliance; Agreement Allows Both to Coordinate Sales, Marketing and Development Efforts / September 2004|
|Las Vegas’ Tropicana Resort and Casino Goes ‘Live’ With GuestWare; Sister Hotel in Atlantic City Touts CRM Software’s Benefits / August 2004|
|Case Study: With GuestWare’s Help, Service Teams at La Cabana All Suite Beach Resort and Casino Drastically Reduce Room Defects, Accelerate Response Time / June 2004|
|Six Sigma Black Belt Hired to Sell Industry Leading GuestWare Software / April 2004|
|Downtown Houston’s Hotel ICON, Benchmark Hospitality’s First Personal Luxury Hotel Property, Installs GuestWare to Enhance Personalized Service / April 2004|
|Turning Problems into Opportunities: Guest Response Systems Provide the Data Needed to Eliminate Defects, Improve Processes and Increase Guest Satisfaction / December 2003|
|Tired of Fighting Fires? Proactive Hotel Managers Implement Guest Call Centers to Deliver Outstanding Service, Save Thousands of Dollars / November 2003|
|GuestWare, Arch Wireless Form Alliance to Provide Powerful Two-Way Messaging Solution / June 2003|
|GuestWare Unveils Enterprise, its Systemwide CRM Solution, at HITEC / June 2002|
|Case Study: Monterey Plaza Hotel & Spa’s GuestWare Guru Pushes Software to its Limit / April 2003|
|GuestWare, Kor Hotel Group Partner to Deliver Powerful, Personalized Service / March 2003|
|GuestWare Helps Streamline, Untangle Blue Mountain Ski Resort’s Guest Response Processes / Feb 2003|
|Case Study: Kimpton Implements GuestWare’s Enterprise to Provide Powerful Guest Service / June 2002|
|Customer-Relationship Management Software Helps Salt Lake City's Hotel Monaco Beat the Competition / April 2002|
|GuestWare Propels Peabody Orlando to National AH&LA Guest Relations Award / April 2002|
|Kimpton Hotel & Restaurant Group Installs GuestWare to Improve Guest Loyalty Program / July 2001|