Meeting hotel guests' demands quickly, accurately and professionally is key to business success and customer loyalty. For that reason, Systems Associates Inc. (SAI) has developed an enhancement to its maintenance management system that delivers a proactive, convenient and accurate way to report problems so staff can take action before the guest is exposed to the problem. Called SynergyMMS Enterprise Voice, the tool captures work requests entered by phone from anywhere on property via a multilingual interface, and creates work orders and dispatches service requests in real-time.
SAI is a cloud-based provider of building automation systems for energy management and hotel maintenance. SynergyMMS is a Software as a Service (SaaS) solution designed to enhance asset life and longevity by creating "synergy" between maintenance, engineering and housekeeping staff for enhanced workflow and communications.
"Housekeeping staff are the eyes and ears of a hotel," said John Clark, SAI director of sales and marketing. "They are in guestrooms every day, and as such, they are often the first to identify problems that need attention. However, several challenges may arise: staff may not have access to a computer or they may not be comfortable using it; written notes are often lost or can be difficult to interpret; delays between writing a note and delivering it happen quite frequently; and, issues are not consistently reported in the same way. SynergyMMS Enterprise Voice enables housekeepers to interact in their preferred language via any phone, and work requests are automatically created and dispatched so the rest of the staff can take action before the issue becomes a guest complaint."
Here's how it works: Users dial an extension and enter their ID code. That number forwards to a toll-free line, and the system responds in their preferred language. Users choose a code from a reference card that matches a keyword describing the problem. The SynergyMMS Enterprise Voice server processes the request and communicates with the SynergyMMS database server. Work requests are automatically created, and the details then flow from the database server to the work station at the property. Instructions are then dispatched to the appropriate team member.
"SynergyMMS has always been the premier solution for today's mobile and multilingual workforce," Clark said. "Our new Enterprise Voice tool takes multilingual functionality to the next level. In the past, our voice solution required a local computer, either an internal PCI card or external USB module and up to four analog lines. SynergyMMS Enterprise Voice only requires that a hotel's phone system forward calls to a toll-free number provided by SAI. There is no local hardware to support, no additional phone lines needed, and no limit on the number of calls placed at the same time.
"Any hotel department can easily interact with SynergyMMS Enterprise Voice, resulting in an increase in productivity, more accurate reporting, and improved response times," he said. "The bottom line is that SynergyMMS Enterprise Voice improves overall operations, resulting in a better overall experience for guests."
For more information on SynergyMMS Enterprise Voice, visit www.synergymms.com. For details on Systems Associates Inc., visit www.saicorporate.com, or call 419-354- 3900.
About Systems Associates Inc.
Systems Associates Inc. is a developer of software and hardware solutions for Maintenance and Energy Management in the hospitality, education, government, commercial real estate and retail markets. Operating in the cloud, our enterprise solutions give our customers global access to our technologies. CONTROLIQ is an enterprise solution for Heating, Ventilating and Cooling (HVAC), lighting, irrigation and other building systems. SynergyMMS improves the condition of a property by creating “synergy” between the various departments involved in the maintenance process thereby increasing the productivity of staff and the longevity of assets. For more information on SAI and/or its CONTROLIQ and SynergyMMS solutions, visit www.saicorporate.com, www.controliq.com, and www.synergymms.com respectively, or call 1-800-433-9855.