About the Customer
Established in 1975, Constance Hotels and Resorts is a group of luxury five-star hotels and resorts in the Indian Ocean. Headquartered in Mauritius, the group also operates in the Seychelles, Maldives, and Madagascar, with sales offices in the UK, Germany, France, Italy, and sales representatives across numerous countries.
Scope and Challenges
“Success in the luxury hospitality space is all about the ‘wow’ factor,” explained Roshan Koonja, Group Chief Information Officer at Constance Hotels and Resorts. “To build valuable, lifelong relationships with our customers, we need to deliver the highest-quality experiences every time they stay with us.”
“Our employees are our face to the customer, and to keep our brand promise consistently across all our locations, it’s essential that we give our people the right training, mentorship, and resources. When we only operated a small number of hotels, it was relatively straightforward to train our new employees but as our business grew, we realized this approach was quickly becoming unsustainable."
Outcome and Implications
In 2016 to solve its collaboration challenges, Constance Hotels and Resorts selected IBM Connections Cloud.
“Initially, we were considering Microsoft Office 365 software and were moving forward with a proof-of-concept exercise. However, when IBM demonstrated the IBM Connections solution, we realized we could enable employees at our headquarters and sales offices to work in the cloud, and eventually deploy on-premises environments to support people with restricted access to the internet. Practically all of our customer-facing employees own a smartphone, and the IBM platform transforms their mobile devices into our own social business network.
“We were very impressed with the speed and stability of the IBM team’s proof-of-concept deployment for IBM Connections and decided that the solution was the right choice to drive our future-looking people strategy. We have been an IBM Notes customer since 2000, and by adopting IBM Connections we are maintaining our trust in IBM technology,” said Roshan Koonja, Group Chief Information Officer, Constance Hotels and Resorts.
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