Partner

FCS Computer Systems

Solution Description

e-Connect - Service Enhancement Solution for Ultimate Guest Satisfaction

FCS e-Connect, a web based Guest and Staff Job Request and Work Order Management System, that allows authorized staff to receive job request, messages, and retrieve guest portfolio and data via the Cisco latest Wi-Fi Phones.

e-Connect is a sophisticated in-house call center solution that enables hoteliers to implement a one-touch-hassle-free service request capability for all guests and a work order management system for internal staffs across all departments. It is a job dispatch automation application, with business intelligence, for job assignments based on skill sets, shifts, assigned areas and job loads. e-Connect also tracks all service items' inventory and alert designated personnel when the inventory is low and reject a job dispatch for a service item that is not available. For loan service items, a job will be sent to retrieve and replenish the inventory when the guest checks out. Since it is a web-based solution, location of the call center and agents will no longer be an issue so long as the property has the appropriate equipment and infrastructure. This solution can cater to multi-property deployment if the hotel wants to centralize the call center and resources.

With e-Connect, guests only need to touch ONE button on their room phone to make a service request. This benefit allows the Hotel to reduced man power with a centralized Call Center instead of de-centralized call agent for each department. The guest request will be input into the call center and will be automatically dispatched and assigned to a runner's handheld device for fulfillment. All runners can update in real time via the Cisco Wi-Fi phone when accepting the job and when a job is completed.

Most importantly, Hotel staff can perform the following action via the latest Cisco Wi-Fi 7921G:

1. Multi-language due to its ability to be double bytes enabled
2. Login and logout for security and tracking staff's performance
3. Create Message on hand
4. Create Job on hand
5. View all Jobs assigned
6. View all pending Jobs not completed
7. View Ad Hoc Messages
8. Allow Guest Profile and preferences lookup
9. Allow authorized staff to setup DND remotely on hand

Solution Components

e-Connect is designed to enhance guest satisfaction and loyalty by simplifying the satisfaction of a Guest request or stay by allowing task and notices to be able thru Cisco latest Wi-Fi phones.

Features & Benefits

• Comes with a comprehensive service Request Management Module to manage both guest requests and inter-department work orders to reduce duplication of resources, increases productivity and lower overall operation costs in servicing Guest request and enhancing internal operations by remote access of data via the Wi-Fi phones
• Each job can have at least up to 8-levels of service escalation to ensure a job is handled within the Hotel's service level via the Wi-Fi phones
• Allows detail guest profile search remotely anywhere within the hotel to improve Guest experience
• Comes with Inventory Module to monitor and maintain minimum stock level so that Guest expectations are properly managed and items requested are delivered as planned
• Display all job status via different color codes and status labeling to ensure easy read and allow immediate actions
• Supports multiple languages to cater to any local demands and education level
• Works seamlessly with a wide range of handheld devices, thus no infrastructure restriction

Company info
FCS - The Hospitality Industry's IT Solutions & Partnerships for the New Millennium
Founded in 1982, FCS Computer Systems is one of the leading hospitality business applications and development companies in the world. FCS has over 17 offices worldwide, providing comprehensive solutions to more than 3500 hotels with over 4000 unique blends of "Intuitive Touch Technologies to Serve Your Guest" installations in 32 countries.

FCS area of hospitality expertise includes a complete suite of systems which include billing application for various items beside calls, interface systems to PABX and PMS, voice messaging, sophisticated call center solutions for guest and staff job request management, operation & assets management, IP-based converged telephony application, web-based integrated unified messaging portals, over 30 mobility interface to a wide variety of handheld devices that are available worldwide with a host of other applications which serve the large diversity of hospitality clientele in today's world.

At FCS, the vision is to enhancing communication technology and fulfilling guest satisfaction thru integrated software solution with the latest technology. FCS nurture ideas that are beyond conventional wisdoms; listen to customers' needs and wants, by pushing the limits of their imagination to greater heights to achieve what seems impossible.

If you have any questions or need additional information, please write us at enquiry_isv@cisco.com