M2M In Hospitality Introduction

Amcom Software

• Metrics:– 275 employees

– 3,000 customers

– $56.7 million in profitable revenue

• Locations: Minneapolis (HQ), New York, Jacksonville, Manchester, Australia, UK, Dubai

• Founded in 1984 in Minneapolis, MN

Overview of Amcom Software

Amcom headquarters in Minneapolis

M2M In Hospitality

Hospitality Customers

Communications Challenges

Emerging technologies (smartphones , tablets, SIP, presence)

Ever-changing world of compliance

Proliferation of input and output sources

Shift in culture of messaging to communications

Economic pressures – improve efficiency, customer satisfaction

M2M In Hospitality- Why ?

Improve guest loyalty through enhanced customer service and brand enforcement

Increase staff efficiency and productivity

Reduce costs and increase revenue

Compete on worldwide basis to provide superior guest experience

Improve guest satisfaction and safety

Case Studies

The Accor Group - Australia

• Background

• 179 Properties in Australia & South Pacific region

• 40 Years Hotel Management experience

• Over 4000 Properties Worldwide

• Includes–Novatel–Pullman–Ibis

The Challenge

• Business Drivers

• Enable world-class guest service through effective, efficient staff communications

• Replace outdated paging systems

• Provide integrated messaging and Mobile event notification capabilities

The Solution

• System Installed

– Fusion Event Notification System

– IP Based Pager Messaging

– Two-way Radio Integration

– Push Button Support

– Building Management Support

The Results

• Enhanced staff communications have enabled higher levels of customer service

• Ease of implementation and operation across multiple properties

• Mobile event notification delivers critical emergency and system monitoring information to staff on wireless devices, enabling fast, scalable responses

“We have noticed that the added value available with the Amcom Software systems has led to greater staff efficiency and better customer service.”

Kyle Stubbs - Telecommunications Manager Accor Group

2010 Amcom Software CONFIDENTIAL

The Peninsula Group

• Background

• Eight Properties World Wide–Beijing–Hong Kong–Manila –Bangkok

• Over 2500 rooms

• 5 Star Accommodation

• Award Winning Hotels

2010 Amcom Software CONFIDENTIAL

The Challenge

• Business Drivers

Provide personalized customer service, including VIP notification

On-site messaging fast staff contact

Off site messaging of senior staff

Make staff more efficient (housekeeping, engineering duty managers and concierge)

Alarm integration to fire panel, Building Management System, Property Management System and other systems.

2010 Amcom Software CONFIDENTIAL

The Solution

• System Installed

– Amcom Messenger

– Pager Messaging

– Staff & Guest Dial-In

– SMS Messaging

– PMS Integration

– Push Button Support

– Building Management

– Fire Alarm Input

2010 Amcom Software CONFIDENTIAL

The Solution

2010 Amcom Software CONFIDENTIAL

The Results

• Integration of hotel processes

• The integration allows measurement and management of hotel processes.

• Increased efficiency of staff

• Increased customer satisfaction

“Communication is key to responsiveness, and responsiveness is critical to providing superior guest service. Amcom Messenger helps ensure our communication is seamless—so we can continue to deliver the exceptional service for which our hotels have always been known.”

Desmond Wong - Operational Systems Manager -The Peninsula Hotels

2010 Amcom Software CONFIDENTIAL

• Background

• Ordered in November 2008.

• Length: 198 meters, Beam 25.60 meters.

• 11 passengers decks

• Capacity: 450 passengers, 225 staterooms.

• Weight: 32,000 metric tons.

• One of 3 ships built for Seabourn Cruises.

Seabourn Sojourn

2010 Amcom Software CONFIDENTIAL

• Business Drivers– Provide personalized customer service

– On-board messaging for staff and customers (Paging)

– On -board messaging of (senior-) staff (Spectralink VoWLAN phones)Make staff more efficient (housekeeping, engineering duty managers and concierge)

– Alarm integration Mitel PBX, Martec Emergency System, Wireless Phone System, paging, relay contacts for direct contact from the bridge (push buttons) and other systems with additional Manual Messaging from any PC

The Challenge 　

2010 Amcom Software CONFIDENTIAL

The Solution

2010 Amcom Software CONFIDENTIAL

• Integration of processes = Increased efficiency

• The integration allows measurement and management of processes

• Increased efficiency of staff = Cost savings, happier customers

• Increased customer satisfaction = Repeat Business

“The mobile event notification solution works behind the scenes to help Seabourn provide great customer service to our guests.”

John Polimenakos - Director of IT for The Yachts of Seabourn

The Results

2010 Amcom Software CONFIDENTIAL

www.amcomsoft.com

M2M In Hospitality