Artotel has many hotel branches that aim to provide a unified customer experience across all locations by using a single contact number. This allows Artotel to monitor activities at each branch seamlessly.
Solution
Artotel offers a unique blend of hospitality and art through the integration of the Respond.io communication platform. With this integration, Artotel can:
Quick and Efficient Response
Manage all messages from guests through various communication channels (WhatsApp, Instagram, Facebook, and others) in one integrated dashboard.
Personalized Service
Provide a more personalized customer experience by recording conversation history, so that every guest feels appreciated.
Reservation Management
Make it easier for guests to book rooms or other services connected to each hotel agent.
Automation and Effectiveness
Utilize chatbot features and automated workflows to respond to common questions such as room rates, amenities, or location information.
Analytics for Growth
Track and analyze customer interactions to improve future guest experiences.
Parador wanted a modern and efficient customer communication solution that could manage multiple communication channels, such as WhatsApp, Instagram, Facebook Messenger, and more, in one unified dashboard. This allows for more responsive and personalized interactions for a better guest experience.
Solution
Multi-Channel Messaging Integration
Expanded beyond WhatsApp to include additional messaging channels for a more versatile communication strategy.
Advanced Messaging Features
Provided a high-quality solution with enhanced functionalities, such as message scheduling, automation, and analytics.
Scalable Platform
Delivered a solution that could grow with Parador Hotels and Resorts, ensuring seamless communication as their operations expanded.
Improved User Experience
Enhanced reliability and performance for both the customer service team and end users, ensuring smooth interactions.
Customization Options
Tailored the solution to meet the specific requirements of Parador Hotels, enabling better alignment with their communication goals.
PT Mitra Aplikasi Digital developed professional websites and applications tailored specifically for the hospitality industry. These solutions are designed to:
Enhance the guest experience by providing detailed information about rooms, facilities, and services through a responsive interface optimized for both desktop and mobile devices.
Enable direct bookings with features such as a room availability checker, secure payment options, and instant confirmation, allowing guests to conveniently book rooms without third-party intermediaries.
Incorporate SEO-friendly elements to boost online visibility, ensuring the hotel is easily discoverable on search engines.
Showcase an attractive visual design and intuitive navigation to create a professional digital presence that aligns with the quality of the hotel’s services.
Solution
Responsive Website Design
A website optimized for desktop and mobile, ensuring seamless access to hotel information across devices.
Integrated Direct Booking Feature
A booking system to reduce third-party commissions and increase booking conversions through a user-friendly interface with secure payment options and instant confirmation.
SEO-Friendly Enhancements
Optimization to improve search engine rankings and attract more potential guests.
Availability Room
Real-time updates, powered by the Management CMS, provide guests with accurate and up-to-date information on room availability.
Dedicated Mobile Application
Development of the BW Hospitality App, available on Google Play Store and Apple App Store, enabling guests to explore services, check room availability, and book directly.
As a customer of PT Mitra Aplikasi Digital, Daimler leveraged our expertise to address challenges in managing their network and telephony operations. We delivered a custom-built ticketing system enhanced with advanced process automation, tailored specifically to streamline their workflows, reduce inefficiencies, and boost operational effectiveness.
Solution
Enhanced Monitoring and Reporting
Visual indicators and real-time data enable easy tracking of ticket statuses and maintenance progress. The system also supports seamless data export for analysis and reporting purposes.
Process Automation
Leveraging OpenText, PHP, SQL Server, SolarWinds, and ATOS, we automate incident logging and tracking to reduce manual workflows. This integration optimizes the process, cuts down on repetitive tasks, and enhances overall operational efficiency.
Centralized Ticket Management
A unified dashboard for creating, tracking, and managing tickets. Ticket statuses such as In Progress, Pending Approval, and Rejected are clearly categorized for streamlined monitoring.
We develop a robust Ticketing System that streamlines customer issue management, tracking, and resolution. Designed to enhance operational efficiency and improve service quality, this solution provides a systematic approach to managing customer requests, ensuring better outcomes for both customers and support teams.
Solution
Prioritization & Categorization
Customers can create tickets, which can be assigned to agents after approval. Agents can also create tickets for customers.
Email Notifications
Tickets are categorized based on SLA (Service Level Agreement), which includes urgency levels ranging from low to critical.
Team Collaboration
Customers get an email notification with a status update and ticket response, while agents receive a reminder to keep the ticket within the urgency threshold (SLA).
User-Friendly Interface
Simplifies the ticketing process for both support staff and customers, reducing onboarding time.
MAD assisted Bank Ina in integrating the Vonage Video API, delivering a robust and high-quality video communication solution tailored to the bank’s needs. This project enhances customer interaction and internal collaboration through advanced video call features and secure, customizable integrations.
Solution
High-Quality Video Communication
Real-time video call and conference capabilities for seamless interactions.
Secure Integrations
Customizable encryption features and compliance with financial security standards.
Scalable Live Streaming
Support for hosting virtual events and webinars to engage larger audiences.
We have developed a specialized Dialpad Telephony software designed to enhance team communication efficiency by integrating telephony functions directly into the Zendesk platform. This solution creates a more connected and organized workflow for customer service agents.
Additionally, we have implemented and integrated Zendesk CRM with “DIALPAD” as a voice solution, utilizing 3CX as the telephony product to deliver seamless and reliable communication capabilities.
Solution
Easy to Integrate to CRM App
Incoming calls can be easily integrated with the CRM app (Zendesk), with customer profiles automatically displayed to provide complete interaction context.
Easy Outbound Calling
Agents can make outbound calls with a single click directly from Zendesk using contact lists or ticket-related numbers, simplifying customer tracking.
Seamless Call Reception and Management
Agents can handle calls directly in Zendesk, with caller details and history auto-displayed for quick, personalized service.
Automatic Data Integration
All call logs, recordings, and notes are automatically integrated into Zendesk, ensuring efficient tracking and data collection for performance analysis.
Advanced Telephony Features
Support for voicemail, call forwarding, and multi-party conferencing within Zendesk through Dialpad, along with real-time call notifications to minimize missed calls.