Making the right call 📞
After vetting providers, Erin decided that Votacall was the one that offered the best combination of functionality and service management.
By moving their phone system to the cloud, Kings improved reliability and gave themselves a built-in continuity plan. In the past, technical issues at a site often impacted communications and made it difficult for customers to reach it. With Votacall's VoIP solution, Kings was not only able to eliminate the traditional risks that come with on-site infrastructure, but also plan for unforeseen circumstances.
Votacall has helped from a guest perspective in the ability to transfer guests between venues. Also, if the internet goes down, we can reroute calls to another location unnoticed by the guest.
Erin Callahan, Kings' VP of Operations Technology
Focusing on customer experience, not infrastructure
For a nationwide company to create a consistent experience across its' locations, employees at different sites need to be able to have productive, hassle-free conversations. The channels they use to communicate can't be bogged down by technical issues - they just need to work.
Moving to a fully-managed communications platform has been helpful to Kings in that regard. By implementing Votacall, Kings has been able to focus on the guest experience when expanding, rather than managing the technology that facilitates it. Rather than just investing in new technology, Erin ensured that Kings would always be reachable by finding a company that backed its solution with proactive monitoring and outreach.
In Erin words, "Votacall has always gone above and beyond to reach out if a location service has been interrupted – sometimes before the location has realized this. When we’ve had unforeseen disastrous issues with a location (unrelated to Votacall) there has never been an excuse that it’s not their problem. They’ve worked to help us get a solution or sent help out in an extremely fast manner."