Company Description: A Systems Integrator for the Hospitality Industry, providing both Cloud-Based and On-Premises Telephone Systems, Guest Engagement, and both fixed and wireless Guest Internet Access solutions. Our Evolution Voice Cloud PBX is live in tens of thousands of hotel rooms across 15 countries, making it the leading cloud PBX for hotels.

The Challenge

Lancashire based company started discussions with Phonism in early March 2020. Having acquired their own Cisco BroadSoft platforms just a couple of months earlier, a big change in their plans brought on by the pandemic meant that they required a device management platform that would allow them to add thousands of devices to their platforms very quickly. The key to success for them was to be able to manage those devices easily through a Hotel-branded portal to allow for simple changes to their devices on demand.

Solution

Phonism's device management solution helped them to execute on a timely deployment in the middle of a very difficult year. They have been able to improve the customer experience and onboarding by enabling their customers to spend more time doing what they do best, making customers happy.

For customers requesting remote service, they have been able to create a completely zero-touch onboarding process. The phones are shipped from the distributor to the customer, all they need to do is plug them in.

On their support team, Phonism was able to completely eliminate the need for truck rolls. Now, when the customer emails support, the company is able to make changes within minutes in their branded portal.

Business Impact

• Rapid deployment and quick turn-around in a challenging situation
• Introduction of a new feature for Hotel-specific use-cases
• Loaded custom configurations and the ability to track firmware versions
• Greatly reduced the need for physical interaction with devices for configuration
• Mass updates using the same template
• Fast response to customer issues and changes

"As well as the requirement to onboard thousands of devices at short notice, Phonism also developed a solution for Polycom Flexible Seating, which we call Dynamic Seating, allowing users to log in to devices with their credentials and pull their config to the phone."-- Mark Kettle, Head of Evolution Voice

After a very intense few months, Phonism became the de facto platform for managing all devices at Fourteen IP. The intuitive self-service platform greatly aided the professional services and support teams in their mission to deliver the best possible customer experience.

"Phonism was able to help us migrate thousands of devices very quickly and with minimum fuss. Once the initial project had completed Phonism has worked openly with us on new features. We have been adding new devices and new functionality requested by our technicians who are working on the platform every day."-- Mark Kettle, Head of Evolution Voice, Fourteen IP

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