OAKS Hotels and Resorts – Case Study

The Challenge

As competition from online marketplaces like Airbnb increases, customer experience has never been more important for the hotel industry with hoteliers pulling out all the stops to create a point of difference through good communication and personalised interactions.

What Oaks needed in order to bring its communications up to the standard of the rest of its business, was a new solution that was cost effective, reliable, and provided seamless integration with its existing CRM.

The Solution

At the time, Oaks were managing their customer enquiries and booking requests through a centralised reservation service, with a third party call centre operating out of Manila.

After much deliberation with different vendors in the market, Oaks determined that 8×8 was an advanced global cloud solution – the right fit for their business – and engaged CSG to help make it happen.

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