Project Description

CUSTOMER CASE STUDY

SiteMinder

Cloud-based communications for a unified workforce

ABOUT SITEMINDER

SiteMinder is the world’s leading hotel technology provider. Founded in 2006, SiteMinder was born out of the need for hotels to exchange booking information with the websites they listed their rooms on.

They pioneered the concept of channel management for a fixed monthly fee, making distribution affordable for every hotel.

They provide technology solutions to 35,000 hotels worldwide and are the recipient of awards that include 2020’s #1 Channel Manager Software and one of the top three most customer-centric companies by Hotel Tech Report.

Hotel booking site on ipad

CHALLENGES

SiteMinder is a multi-site organisation with offices distributed globally including London, Dallas, Bangkok, Sydney, Galway, and Cape Town. Communications across these sites were not operating as a unified whole, and as such were not taking advantage of what a unified cloud communications solution could bring to their business operations, productivity, and customer engagement.

SOLUTION SUMMARY

SiteMinder required unification of their global sites and 925 staff through transitioning to cloud-based unified communications including virtual cloud contact centre. Arrow provided a custom-designed solution powered by 8×8 X Series.

The global deployment addressed the need for unified communications across all sites and optimise the customer experience through a cloud contact centre solution, under a 24/7 support model.

  • Multisite 8×8 X series
  • Cloud Contact Centre
  • Advanced Salesforce integration
  • Training and management services
  • Interactive voice response (IVR) scripts
  • 24/7 customer support

SOLUTION OUTCOMES

Arrow and 8×8 cloud contact centre now allow SiteMinder to fully utilise their global workforce across all time zones effectively and efficiently.

SiteMinder now has a unified workforce all operating on the same integrated system with one global system administrator. This future-proofs the business with the ability to expand, scale-up, and add additional sites in a simple, seamless, and cost-effective way.

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SOLUTION PARTNERS

SiteMinder have benefitted from Arrow’s partnerships with premium world-leading cloud communication and IT providers.

Arrow access the very best cloud platforms and solutions and our solution design experts go to work in creating the very best setup to meet the unique challenges that each business faces. All this with one point of contact, Australia based business grade support and one bill for all your services.

Our solution partners for Siteminder include:

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Arrow have a team of professional, experienced and friendly solution consultants who are ready to provide your business with a free consultation.

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