OAKS Hotels and Resorts – Case Study
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.
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 Manilla.
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.