Case Study: Jurys Inn

How we help Jurys Inn provide a better customer experience, in their contact centre and in their hotels.

The Problem

Jurys Inn’s reservation staff were distributed across hotels in disparate locations, making it difficult for them to provide a consistently high quality of service and ensure calls were being answered quickly and efficiently.

The hotel chain needed to open a contact centre to handle reservations more effectively, but it didn’t want to lose the personal touch of its customer service. Directing all reservations calls to a non-geographic number to provide a centralised booking service would have made customers keenly aware that they were interacting with a contact centre rather than with the hotel of their choice.

An on-premise contact centre solution would also have locked Jurys Inn into a fixed call handling capacity and number of seats, hampering the hotel group’s future growth. Adding new channels, such as SMS booking confirmations, would also have required further CapEx.

Jurys Inn needed a system that could be shared across multiple sites, while still maintaining the personal feel of their service and supporting their brand values. It also needed to offer the hotel chain a seamless roadmap for expansion, across both their contact centres and hotels.

The Solution

storm®’s cloud-based automatic call distribution (ACD) provides the backbone for Jurys Inn’s new contact centre operations, as well as intelligent IVR that can be customised in minutes. Reservations enquiries are put through to an agent in the contact centre who knows which hotel they want. For stock answers such as opening times or parking details, Jurys Inn can give most customers the information they need automatically.

Enquiries which require local knowledge are routed to hotels themselves, but the burden of day-to-day reservations has been taken away from front-of-house staff, freeing them up to focus on delivering better service. This has helped to increase overall customer satisfaction, as well as supporting the Jurys Inn brand.

storm has provided a future-proofed solution for Jurys Inn. The service has already been expanded to include a fax-to-email capability. As the organisation grows, it has the flexibility to add more agents and multi-channel functionality, including integration with its bookings and payments systems and automated SMS confirmations. Meanwhile, storm’s real-time wallboard in the cloud gives Jurys Inn a unified view of their estate, helping them to optimise all their customer-facing operations.

The Problem

Jurys Inn’s reservation staff were distributed across hotels in disparate locations, making it difficult for them to provide a consistently high quality of service and ensure calls were being answered quickly and efficiently.

The hotel chain needed to open a contact centre to handle reservations more effectively, but it didn’t want to lose the personal touch of its customer service. Directing all reservations calls to a non-geographic number to provide a centralised booking service would have made customers keenly aware that they were interacting with a contact centre rather than with the hotel of their choice.

An on-premise contact centre solution would also have locked Jurys Inn into a fixed call handling capacity and number of seats, hampering the hotel group’s future growth. Adding new channels, such as SMS booking confirmations, would also have required further CapEx.

Jurys Inn needed a system that could be shared across multiple sites, while still maintaining the personal feel of their service and supporting their brand values. It also needed to offer the hotel chain a seamless roadmap for expansion, across both their contact centres and hotels.

The Solution

storm®’s cloud-based automatic call distribution (ACD) provides the backbone for Jurys Inn’s new contact centre operations, as well as intelligent IVR that can be customised in minutes. Reservations enquiries are put through to an agent in the contact centre who knows which hotel they want. For stock answers such as opening times or parking details, Jurys Inn can give most customers the information they need automatically.

Enquiries which require local knowledge are routed to hotels themselves, but the burden of day-to-day reservations has been taken away from front-of-house staff, freeing them up to focus on delivering better service. This has helped to increase overall customer satisfaction, as well as supporting the Jurys Inn brand.

storm has provided a future-proofed solution for Jurys Inn. The service has already been expanded to include a fax-to-email capability. As the organisation grows, it has the flexibility to add more agents and multi-channel functionality, including integration with its bookings and payments systems and automated SMS confirmations. Meanwhile, storm’s real-time wallboard in the cloud gives Jurys Inn a unified view of their estate, helping them to optimise all their customer-facing operations.

Before

After

Jurys Inn had separate reservation lines for each of its 32 city centre hotels and calls to these numbers were being fielded by front-of-house staff, impacting the experience for guests. Calls to most numbers are filtered by a central interactive voice response (IVR) service. Callers enquiring about opening times or parking can access information via automated self-service.
At a critical juncture in its expansion, Jurys Inn wanted to consolidate its contact centre functions into a new central facility but did not want to lose its existing local numbers. Jurys Inn retained its existing numbers and local brand identity, and calls can be routed seamlessly to the contact centre or to individual hotels for optimal customer service.
Faxes were also handled at a local level, creating a significant paperwork burden for hotel staff. It was difficult to ensure consistency in the way faxes were handled. Faxes go into a central inbox, enclosed as email attachments. A supervisor then forwards them to relevant agents or hotel staff to be processed, ensuring greater consistency and efficiency.
Jurys Inn had to purchase new communications equipment for each hotel it opened, leading to fractious procurement, tying up precious capital and limiting the rate at which it could expand. Because storm® is embedded in the network, additional users and multimedia functionality can be added seamlessly as Jurys Inn grows, freeing up capital for investment in its core business.

How it Works

  1. IVR menus, ACD groups and routing rules are provisioned from any location.
  2. When customers call a number for a specific hotel, the call first arrives on the storm® platform. The IVR answers with the name of the hotel they have chosen, and presents a menu of options.
  3. If the customer chooses reservations, the call goes to the contact centre. Faxes go to a supervisor who directs them to hotel staff or booking agents.
  4. Customers can also choose to be routed to the hotel’s reception team, or to be given directions and parking information by self-service.
  5. Integration with back-end booking system is on the roadmap to enable automatic SMS confirmations.
  6. Unified real-time wallboard and historical reports enable in-depth analysis of key metrics across Jurys Inn’s entire estate.
“ We chose storm®’s cloud-based IP contact centre because of the flexibility it gave us for the use of intelligent IVR and call routing with a low total cost of ownership. We’ve enjoyed the savings and consistency associated with a centralised system, without compromising the experience for customers calling in to the contact centre. storm is also making a crucial difference to the customer experience in our hotels. Our reception teams have more time to deliver outstanding service and they are less pressured at peak times.”

Shane Doyle, IT Manager, Jurys Inn.

Learn More

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