The project, which started in 2015 with the deployment of Infor solutions at Frasers Hospitality's Brisbane property Capri by Fraser, has now been extended across all of Fraser Hospitality's Australian facilities in Sydney, Melbourne and Perth.
Howard Phung, IT Manager Australia, Frasers Hospitality said, "Our Australian customers and staff were becoming more mobile and they expected seamless experiences across channels and devices, as well as access to integrated next-gen payment technologies."
Frasers Hospitality's previous systems experienced several inefficiencies as the organisation was using separate platforms which did not allow seamless communication across channels and devices, sharing of information nor integration with third-party systems.
"We needed an integrated, agile and flexible platform to bring our employee- and customer-centric vision to life. Our aim was to optimise check-in efficiency, eliminate paperwork, integrate next-gen payment platforms, and ensure a high level of personal data security as compliance requirements were growing," added Phung.
Paperless mobile experience and integrated payment, in a complex regulatory environment
As seamless check-in was at the centre of attention for both staff and customers, Frasers Hospitality worked in collaboration with Infor to deploy the Infor Mobility solution that would deliver an unparalleled experience.
Since its roll-out, the housekeeping app has helped improve operational productivity by 80%. Staff do not have to resort to heavy paper-based administrative processes. They can use mobile phones or tablets to organise daily activities and have all customer information sitting in the one platform. This means housekeeping staff are able to view all customer data, receive updates and manage all administrative and housekeeping requests in real-time.
Customers walking to a Frasers Hospitality property can check-in quickly at the tip of their fingers.
With the integration of Infor E Reg Card solution, Frasers Hospitality Australia shifted to a digital registration card system, while the roll-out of HPP technology enabled the organisation to offer secure "Click to Pay" link options to its clients, across all devices.
Today, Frasers Hospitality offers Australian customers visiting its properties with many integrated payment options, including Apple Pay and in the near future, AliPay, PayPal and many more.
"Security is a major concern in our industry, especially when it comes to managing mobile data and payments. Using Infor solutions was instrumental in ensuring we were delivering mobile and payment features with a high level of security and data privacy, to comply with Australian and international regulations," explained Howard Phung.
Frasers Hospitality mobile solutions mean Frasers Hospitality is fully compliant with the PCI, Mandatory Data Breaches Notification and upcoming GDPR regulations.
Infor's Business Intelligence (BI) capabilities has enabled Frasers Hospitality to personalise and customise its customer-facing features at any point in time, depending on what each customer expects.
Using the power of rich data, Frasers Hospitality teams are able to build dashboards that can form smart decision making in real-time, and create accurate forecast models, ultimately reducing operational and structural costs and delivering a better service to guests.
This is a pioneer project for Frasers Hospitality which has used Australia as a pilot market to inform its digital strategy in other markets such as China and the UK where the Infor solutions have now also been implemented.
"Our vision is to be 100 percent paperless by late 2019. Thanks to Infor, we are on the right track to achieve this and make our digital transformation permanent," said Phung.
"Mobility, next-gen payments and compliance requirements are challenging many service-based industries. Frasers Hospitality is a great example of how using cloud-based mobile technologies and integrated platforms can help improve a business' bottom line, improve staff and customers' overall experience, while meeting data security and privacy compliance requirements," said Eric Wong, APAC Vice President, Hospitality at Infor.
Frasers Hospitality, a member of Frasers Property Group, is a global hospitality operator with Gold-Standard serviced, hotel residences and boutique lifestyle hotels across Australia, Southeast Asia, North Asia, Middle East, Africa and Europe.
Infor is a global leader in business cloud software specialized by industry. With 17,300 employees and over 68,000 customers in more than 170 countries, Infor software is designed for progress. To learn more, please visit www.infor.com.
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