FCS e-connect. The Comprehensive Call Center Solution Managing Guest Requests and Inter-department Work Orders

Transcription

1 FCS e-connect The Comprehensive Call Center Solution Managing Guest Requests and Inter-department Work Orders

2 FCS e-connect FCS e-connect is an automated guest service request and inter-department work order dispatch system that sends jobs via various handheld devices and/or printers for different departments. Guests only need to touch one button on their room phones or smart handheld devices to make any type of service request. Since e-connect is a web-based solution, the location of the hotel s call center and its agents is no longer an issue. Each call is delivered immediately to the next available call center agent, where requests are created and can be tracked until completion. e-connect has the intuitive business intelligence to dispatch jobs based on the runners skill sets. e-connect is a powerful guest request tool that enhances the guest request fulfillment system with the intelligence on service request patterns. It delivers precise statistics on staff performance and helps the hotel to anticipate service demands, whether from individual guests or from the entire guest population. As well as the traditional way of sending service requests using the in-room telephone, guests can now make their service requests through their own ios or Android smart handheld devices via the FCS i-guest mobile app. Some key components of e-connect: Flexible Deployment Methods The application is now available in both cloud environment and on-premise install, offering greater flexibility to fit different IT infrastructure. Inter-department Work Order Management Manage internal work orders from different departments Escalation Management Ensure hotel standards are met according to the hotel s policies and business rules Guest Request Management Raise guest satisfaction to the highest level Runner Profile Management Intuitively manage runners according to skill sets, availability and location For broadcast of emergency messages to pre-set groups and special cases to individuals to meet immediate communication needs Courtesy Call Questionnaires for call center agents to ask guests based on VIP codes or service request types to ensure guest satisfaction Service Item Inventory Tracking Better inventory management for both loan and non-loan service items with cost control practices Report Comprehensive reporting for staff productivity, job completion ratio, service requests vs. complaints and more

3 FCS m-connect FCS m-connect is a native mobile app that operates on ios and Android mobile devices for hotel staff to accept jobs, create jobs and review guest profiles for personalized services. Hotel staff can also make use of the ad hoc messaging function for better communication. It is specifically designed for use in conjunction with centralized job dispatching systems such as the web-based FCS e-connect or other compatible job dispatching systems. With m-connect installed on staff mobile devices, they are now able to deliver excellence in service anywhere and anytime. Voice Message 2-Ways Radio Communication (Walkie-Talkie) Allow staffs to communicate with each other instantly Some key components of m-connect: My Job Job Request Allow to record voice messages besides text messages My Message Guest Details Job Dispatch via FCS m-connect View the status of all pending, escalated and completed jobs Manage job requests for in-house guests, non-in-house guests and internal departments e-recovery Front Desk creates Incident in e-recovery m-connect Runner using another m-connect to create job Call Center Agents create jobs in e-connect directly Room Status Check messages received from the call centre View guest profiles for personalized service Mini-bar m-housekeeping Room attendant creates Housekeeping job FCS e-connect Job dispatch to runner s mobile device FCS m-connect Real-time room status updates posted to the PMS Convenient and accurate way to update mini-bar usage Send ad hoc messages to individual/ group recipients e-engineering Engineer creates ad-hoc engineering job i-guest Guest sends Service Requests via i-guest App e.g. Additional Towel e-concierge Concierge counter requests luggage pick up

4 FCS e-connect Features and Benefits Multi-Language User Interface Required for international operations. Multi-Property Allow hoteliers to consolidate multiple properties with single PMS or different PMS to be served by one centralized call center to reduce cost and share resources. Comprehensive User Access Levels Flexible control on access rights for different users. Guest Request Management Inter-department Work Order Management Runner Profile Management Allow hotel to manage guest requests with system monitoring and tracking in real time. Allow hotel to differentiate inter-departmental requests and designate requests accordingly for each department to handle their requests; find a particular job and specifically monitor it and check job status. Jobs can be escalated up to 8 levels and are based on the hotel s pre-set rules and service standards. Manage the runner profile by skill sets, location coverage, runner shift, escalation group and designation job routing. Service Item Inventory Tracking Dynamic Job Notification Courtesy Call Allow hotel to track the inventory level of all service items. Alerts will also be sent to agents when the threshold level is hit. If a specific service item is depleted and a guest request came in, the system will deny the service request and alert the agent so the customer's expectation can be managed. Group messaging module: Allow hotel to send jobs to a pre-set group of runners and when one runner acknowledge the job, a message will be sent to the other runners to notify them that the job has been taken. Subsequent job creation module: Allow another job to be automatically created once a job is completed. Cc job module: 'cc' the jobs to the designated 1st level escalation group e.g. supervisors. Prompt agents to make courtesy calls to certain guests with pop-up reminders after a service has been completed. Hotel can set up simple or complex survey questionnaires. Allow agents to send ad hoc messages to single/ group recipients or template messages to pre-set group of recipients. Auto Wakeup & Do-Not-Disturb Allow operators to set up auto wakeup calls and do-not-disturb. (Note: FCS WinVoice/ Phoenix is required for auto wakeup calls and FCS Unicorn is required for DND.) Enhanced PMS Guest profile search module - Allow staff to search the guest information from the PMS via the e-connect Web User Interface. Check-in module - Auto job creation upon guest check-in which can be based on VIP codes, PMS special codes, guest information update or room moves. Check-out module - Auto job creation upon guest check-out. Opera/LMS Luggage Handling - Receive tag numbers from PMS upon check-in, trigger job creation for luggage handling and send the luggage job notifications to handheld devices of hotel runners or to hotel printers. (Note: This feature only available for Opera/ LMS PMS.) Report Comprehensive reporting includes types of service requests, specific details of service requests, timing of requests, speed of completion, unfulfilled or dissatisfactory requests, performance by individual staff members, etc.

5 FCS m-connect Features and Benefits OS Support ios 4.0 or above Android 2.3 & 4.0 My Job Allow runners to view the status of all pending, escalated and completed jobs, allowing them to make immediate actions and better serve the guests. My Message Allow runners to check messages from the call centre and with message history available for all received and sent messages. Job Request Management Allow runners to create job requests for in-house guests, non-in-house guests and internal departments. Allow runners to send ad hoc messages to individual/ group recipients with template messages available. Guest Details Allow runners to view guest profile details e.g. guest name, room number, VIP code, language, check in/ out time etc. Mini-bar Posting Allow runners to update mini-bar usage and post back to the PMS in real time to capture the revenue immediately. Room Status Update Voice Message Allow runners to update room status to the PMS in real time, enhancing the room turnover rate. Allow to record voice messages besides text messages 2-Ways Radio Communication (Walkie-Talkie) Allow staffs to communicate with each other instantly

6 Support Multi-language Guest Requests Management Ad Hoc Messaging Inter-department Work Orders Management Huge Cost Saving on SMS Expenses!!! If your hotel is currently using SMS to receive and complete jobs, then your hotel can enjoy an immediate cost saving on the monthly SMS expense because m-connect runs on Wi-Fi or 3G networks. m-connect is the ultimate mobile application that maximizes staff productivity with immediate ROI. For more information, please contact your local sales office, or visit us at Technical Requirements: Microsoft Windows Server 2003 (SP1) or later, Microsoft Windows Server 2008 Enterprise Edition 32 bits MYSQL Version 5 or later, MS SQL Server 2005 or later.net Framework 1.1 Crystal Reports XI Microsoft Windows Server 2003 (SP1) or later, Microsoft Windows Server 2008 Enterprise Edition 32 bits MYSQL Version 5 or later, MS SQL Server 2005 or later.net Framework 1.1 Crystal Reports XI Maximize Your Investment with FCS Total Solutions: e-connect can be seamlessly integrated with other four products sharing the same login and database for consolidated data and workflow management: e-housekeeping Room Assignment, Inspection & Housekeeping Management e-recovery Incident, Complaint & Compensation Cost Management e-engineering Engineering Management & Preventive Maintenance e-concierge Professional Concierge Management FCS e-connect 2016 FCS Computer Systems. All rights reserved.