Client Overview
Milpa Collective, established in 2017, is a prominent hospitality group in Sydney dedicated to celebrating the vibrant cuisine and rich culture of Mexico and Latin America. With nine distinctive venues across the city, each offering a unique dining experience, the group highlights the diverse flavours and traditions of the region. To maintain seamless operations and provide outstanding customer experiences, Milpa Collective’s Sydney venue sought reliable and efficient communication and connectivity solutions with NSWITs.
Challenges Faced by Milpa Collective
Milpa Collective faced critical communication and connectivity challenges that hindered their operational efficiency and customer service:
Decentralised Communication Systems:
Milpa Collective encountered a significant challenge with their communication setup. The telephony and internet systems were completely separate, which made it difficult for the team to communicate efficiently. Whether it was coordinating between staff, managing orders, or responding to all customer inquiries, the lack of integration caused delays and confusion.
Unreliable Internet and Connectivity Issues:
Next, Milpa Collective also struggled with inconsistent internet, which frequently slowed down or cut out at critical times. This disruption impacted most of the tasks like processing orders and handling customers payments, leading to frustrated customers and inefficient service. In the fast-paced hospitality industry, this lack of consistent connectivity became a real roadblock to smooth operations.
Lack of Unified Technical Support:
Another issue was the slow response time for technical support. When problem arose, Milpa Collective had to deal with unreliable and multiple service providers, leading to delays in resolving problems. During peak hours, these delays led to extended downtime, affecting everything from phone calls to internet-dependent systems, and compromising the level of service they could deliver to their consumers.
High Operational Costs:
Managing multiple contracts for internet and telephony services created a lot of complexity for Milpa Collective. With no unified service package, they faced high costs and a tangled billing process that made it hard to keep track of expenses. The business needed a simpler, more cost-effective solution to keep things running smoothly without stretching the budget.
Services Provided by NSWITs:
Centralised VoIP Telephony System:
We introduced a modern VoIP (Voice over Internet Protocol) telephony system, centralising all communication for Milpa Collective’s. This integrated solution allowed for seamless call management, clear voice quality, and easy internal coordination between staff. With features like call forwarding and voicemail-to-email, it streamlined communication and enhanced customer service efficiency.
High-Speed and Reliable Internet Connectivity:
To tackle the venue’s connectivity issues, we provided a high-speed, reliable business internet connection that supported all Milpa Collective’s essential operations. This ensured smooth online reservations, point- of-sale transactions, order processing, and efficient use of digital tools without interruptions. This resulted in faster service, reduced downtime, and an overall improved customer experience.
24/7 Dedicated Support:
With our 24/7 dedicated support team, Milpa Collective had direct access to expert assistance for any technical issues. Whether it was a problem with the telephony system or internet connectivity, our team ensured quick resolutions, minimising downtime and ensuring that the venue operated smoothly, even during peak hours. This proactive support gave the venue peace of mind, knowing that issues would be addressed immediately.
Benefits & Results:
Improved Communication:
The new VoIP telephony system streamlined communication between employees and customers. With better call management and integrated systems, staff could address customer inquiries and internal coordination faster. This improvement in communication led to enhanced customer service, making the venue more responsive and attentive to customer needs.
Enhanced Connectivity and Performance:
The dependable and high-speed internet connection eliminated previous disruptions. These smooth operations for online reservations and point-of-sale systems allowed staff to serve customers more quickly and accurately. The venue experienced consistent and faster service, leading to greater customer satisfaction.
Quick Issue Resolution:
With access to round the clock remote and onsite support, Milpa Collective was able to address any issues quickly. This reduced downtime, ensuring that they could provide continuous, hassle-free service, especially during busy periods.
Reduced Costs:
By choosing telephony and internet services with a single provider, Milpa Collective saved money, and simplified billing. The one-provider solution made it easier to manage costs, helping the venue maintain a more efficient budget.
Conclusion:
Partnering with NSWITs helped Milpa Collective solve key challenges at their Sydney venue. By centralising their telephony and internet services, they improved communication, making it easier for staff to coordinate and for customers to get quick responses. The reliable, high-speed internet eliminated connectivity issues, keeping operations running smoothly.
With reliable support, any issues were resolved quickly, minimising downtime. As a result, Milpa Collective now has a more efficient and cost-effective communication system, allowing them to focus on providing a great experience for their customers.
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