Case Studies

Enhancing Customer Experience with Latest Generation UC

The Gerald Apartment Hotel

The Challenge

  • Outdated on-site PBX
  • Challenges with on-call services
  • Unable to capitalise on the opportunity to save costs on SIP
  • Lacking quality support for upgrades
  • Needing technology to align to customer experience

The Outcomes

  • Cloud-based Unified Communications suite
  • Minimal capital upgrade required – Evergreen platform
  • Predictable Simple monthly UCaaS cost
  • New value-add features – Presence, Chat
  • Better management for on-call via mobile application

The Aqura Cloud UC platform, powered by Mitel, plus our experience in designing, delivering and supporting UC with our in-house team ticked all the boxes that The Gerald were looking for.

The award-winning The Gerald Apartment Hotel is based in centre of the commercial and tourism hub of Geraldton in Western Australia. The hotel offers luxury hotel and apartment accommodation for a range of visitors to the region.The Gerald Logo

The Gerald asked Mitel to recommend a specialist provider to execute a major upgrade of their in-house voice communications. Mitel recommended Aqura Technologies to review their needs and once a solution was identified, The Gerald commissioned Aqura to migrate them to a Mitel Cloud UC environment.

This upgrade gave The Gerald access to the latest features which delivered a high-quality experience, without the hassle of complicated commercials, sizeable capital expenditure and lengthy delivery process and all for a simple, per month fee.

Travis Young, Aqura Technologies Chief Executive Officer, stated that The Gerald is another example of Aqura’s approach to offer the latest generation technology as-a-Service to deliver a better experience, without complexity.

“The Gerald wanted to upgrade their communications with a solution that offered a large enterprise-grade feature-set, was reliable and could be acquired through simple monthly fee covering access, service and support,” said Travis.

“The Aqura Cloud UC platform, powered by Mitel, plus our experience in designing, delivering and supporting UC with our in-house team ticked all the boxes that The Gerald were looking for.”

Aqura provided The Gerald integration with their existing IP Phones, additional latest-generation Mitel IP Telephony handsets, integration of better-value SIP services and managed support handled by Aqura’s Australian-based support operations team.

Expanding the customer experience

A simple, but effective benefit for The Gerald, is the introduction of Presence to identify who is available to handle a customer enquiry at any time and single-number-reach for staff when they are roaming the hotel, or on-call.

The Gerald Apartment Hotel​“We aim to deliver the best experience for our guests, said Grant Pitman,” General Manager of The Gerald Apartment Hotel. “Whether it’s a first engagement by phone, or when our guests are enjoying our hotel, we need all of our systems supporting our talented team to deliver to, and beyond the expectations of our guests.”

“The availability of Presence is highly desirable to support first-call resolution for enquiries which perfectly complements the flexibility of single-number reach. Inbound calls can be quickly directed to an available staff member minimising phone-tag and reducing frustration for customers.”

Grant and his team also wanted to focus on the best guest experience possible and didn’t want to be worrying about managing their phone system.

“We knew that we wanted the efficiency and features of a Cloud-based Unified Communications platform, but we also wanted a partner who would deliver to a high standard and be available when we needed them. We chose Aqura as they have the technical and support teams in-house.”


A Trusted Partner

Aqura Technologies has a broad history and solid technical expertise in modern Unified Communications platforms and is a highly certified Mitel partner. Our in-house team has delivered and supports Unified Communication environments for a variety of businesses from utilities, national retail group through to multi-site services businesses.

Why not Talk to our in-house experts today about your business needs and how we can assist you to achieve a better communications experience.

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