Background:

Compcierge USA, is a leading provider of B2B technology solutions for the hospitality and travel markets. Compcierge sought a secure PC to cell phone 2-way text capabilities to help their customers’ hotel service representatives to easily and quickly communicate with hotel guests or internal staff. Compcierge integrated the Gold Mobile Chat Goblin™ platform with its concierge/meeting software allowing hotel customers to elevate both the on and offsite support services they provide to their guests.         

Mobile Objective:

Compcierge USA wanted to enhance their services by extending the reach of their solutions, to their customers’ guests while traveling. In today’s highly mobile, fast paced society, both business and leisure travelers need anytime, anywhere access to the localized information that Compcierge provides. To date, this had been fulfilled by a hotel concierge whereby guests would call or visit them on site. Compcierge sought to extend guest services and information access to the one device that all travelers carried with them, all the time -- their cell phones. Since voice communications are often problematic with coverage, busy and garbled message issues, Compcierge sought to integrate their enterprise software application with a 2-way text (SMS) solution that was carrier independent and worked on all mobile devices.

Solution:

The solution Compcierge required had to be easy to use for a diverse audience including a large portion that were not tech savvy. The platform had to seamlessly integrate with their proprietary software application so their hotel and travel agency customers could use this new service with minimal change to their normal processes and without additional resources. The information provided had to be easily accessible in real-time or on-demand, when most convenient to the guests, wherever they happened to be.

Results:

The program, Compcierge Mobile™ is currently in a phase 2 pilot with two major US hotel chains is providing positive feedback from customers and their guests. Guests are able to text and receive reservations and directions for local restaurants, shows, movies form the hotel concierge and real-time replies. Directions are now clear, accurate and in print for anytime retrieval. Guests are notified in real-time when a package is delivered or when a room, valet or other service is ready. By using the Gold Mobile platform, Compcierge Mobile™ allows guests to get the instant response they desire and allows the hotels to handle more guest needs during peak reservation times. With the Compcierge Mobile™ web-based interface, a single user can now easily handle multiple simultaneous guest conversations and requests.

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