Hospitality — There When You Need Us

As one of the largest hotel chains in the world, this hospitality provider has more than 700 locations in the United States and properties ranging from budget to four–star hotels.

In 2006, this hospitality provider was seeking a telecom partner with adequate staff and expertise to handle 24/7 support for its nationwide telecom issues. It was essential they partner with a veteran company with expertise to handle all issues, including LEC and T–1 support. Other determining factors in the hospitality provider’s choice of partners included: hospitality business expertise, a strong Avaya business partner, the ability to react in event of a down system (24/7), and strong nationwide support to service the company’s  sites, representing more than 73,000 rooms.

SOURCE fit the bill and answered the hospitality provider’s needs with a customized maintenance solution that provided 24/7 system support for all locations, system monitoring for all Avaya systems, a dedicated staff, and an on–site service technician at the hospitality provider’s corporate office to provide updates on tickets and issues. Where the previous provider offered only Tier I technicians, SOURCE supplied Tier III inside technicians for quick response to problems.

SOURCE maintains a dedicated inventory of frequently used items to ensure availability and expedited service as needed. Further, SOURCE keeps in stock several systems, ready–to–ship within an hour, in case of a system outage. SOURCE has the resources available to assist this hospitality provider with its immediate telecom needs.

As a result of engaging SOURCE, the hospitality provider has reduced its maintenance cost by approximately $25,000 per month. To help ensure continued success with its telecom partnership, SOURCE and the hospitality provider meet quarterly to review communications process improvements and discuss solutions to meet the needs of the future.