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Powerful Two-Way Messaging Solution |
NEW ORLEANS - June 23, 2003 � Diversified Computer
Corp. (DCC), maker of GuestWare, has formed an alliance with Arch Wireless
Inc., a leading wireless messaging and mobile information company, to provide
a powerful two-way messaging solution to the hospitality industry. As part
of an arrangement with DCC, Westborough, Mass.-based Arch Wireless will
be a recommended provider of pagers and monthly pager service to hotels
that use GuestWare�s Customer Relationship Management solution.
Arch�s Wireless networks provide coverage to more than 93 percent of the U.S. population. The company also has more than 150 office locations nationwide, 5 million messaging units in service and three call centers that support customers 24 hours a day, 365 days a year. �Our relationship with GuestWare is a tremendous opportunity to show the versatility of our two-way product,� says Ed Charik, national account manager with Arch Wireless. �The integration with GuestWare turns our generic two-way messaging product into a focused hospitality solution that allows hotels to improve customer service in a more efficient manner. The end user will have a virtual connection to GuestWare instead of radios and cell phones.� Arch Wireless will offer pagers for purchase to hotels that upgrade to GuestWare Version 3.0. The pagers work with GuestWare�s Rapid Response system and integrate with Rapid Response via GuestWare�s Communication Server. �Rapid Response is a software solution that enables hotel staff to log, dispatch and follow-up on all guest requests and problems,� Benjamin says. �GuestWare also builds a database of incidents that allows hoteliers to pinpoint trends for process improvement. The Communication Server automates the dispatching process by allowing staff to receive and close requests using a pager. Although Arch and GuestWare support multiple two-way devices, GuestWare has created a custom application �SmartRunner� specifically for Motorola�s Timeport P935 pager that provides enhanced features specific to hotels.� When a guest calls regarding a maintenance issue, the call center representative logs the request into GuestWare and then pages the person responsible for resolving the issue. The person receiving the page can view the request along with the room number, guest name and priority. The user then selects an �OK� button to confirm receipt of the message. At that point, the status of the incident in GuestWare is automatically changed to �Dispatched� and the time it was received is recorded. When a task is completed, the person selects the �Finished� button. The incident�s status is then changed to �Closed� or �Follow-up.� The SmartRunner also allows staff to report problems or request through the device and send them directly into GuestWare which pages the appropriate runner. �By using the integrated two-way solution, hotel staffs can be more productive and improve service delivery with more accountability� Benjamin says. �Using GuestWare, hoteliers also can quickly and easily analyze call center data. Process improvements can be tracked and measured using graphs and reports. By closely tracking such data, hotels can save thousands of dollars and improve guest satisfaction at the same time.� �We are excited and looking forward to working with GuestWare and in a new vertical market�the hospitality industry,� Charik says. �There is tremendous growth potential for the GuestWare CRM solution.� About Arch Wireless Inc.
About GuestWare
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Ed Charik
Mike Benjamin
Glenn Hasek
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