Migrating to Service Cloud Voice ahead of a contract deadline in hospitality

The challenge

Grand Pacific Resorts, a hospitality and vacation ownership leader with more than 25 resort properties across Hawaii, California and Utah, had run its call center operations on a standalone voice system for years. As a long-time Salesforce Service Cloud customer, the company learned that Salesforce offered a comparably capable telephony tool and decided to explore switching to Service Cloud Voice with Amazon Connect.

The catch was timing. The company's contract with its existing voice system was set to renew in just two months, leaving a narrow window to evaluate, build, test and cut over to a new platform without disrupting service.

Beyond the deadline, the new solution needed to check several boxes. It had to match the call quality and functionality reps already depended on, including call routing and voicemail drop. It had to cost less than the incumbent system. It needed to preserve existing call queue prioritization and processes, such as post-call surveys. And ideally, it would go further than the status quo, cutting down on duplicate requests by recognizing repeat callers and inquiries.

There was also an enablement dimension to the challenge. Directors and supervisors, who administer the technology for their agents day-to-day, needed to be fully briefed on the platform's capabilities so they could put new features to work for their teams.

The TELUS Digital solution

TELUS Digital built an implementation plan for Service Cloud Voice with Amazon Connect designed around Grand Pacific Resorts' compressed timeline, budget and functional requirements. Once the client signed off, the team got to work.

TELUS Digital used Service Cloud Voice and Amazon Connect to construct a viable, like-for-like alternative to the existing telephony system, then worked closely with the client's service team to confirm the new setup delivered the capabilities reps were already accustomed to.

To push the experience further, the team activated additional Salesforce tools, including Whisper and Einstein Conversation Summary, giving service reps more real-time support during customer interactions. TELUS Digital also retired the client's external integrations, consolidating operations onto a single Salesforce platform.

Throughout the engagement, our team ran weekly status meetings, daily stand-ups, regular office hours and ad-hoc sessions to keep the client informed, support enablement and keep the project on track against the deadline.

The results

Grand Pacific Resorts moved its telephony operations fully onto Service Cloud Voice and Amazon Connect before its existing voice system contract came up for renewal, avoiding a costly extension and completing the switch on a tight timeline.

Highlights include:

• Transitioned telephony operations fully onto Service Cloud Voice and Amazon Connect ahead of the contract renewal deadline
• Reduced the company's overall telephony spend
• Enabled service team members to deliver better caller experiences at scale
• Positioned the client for future Service Cloud innovation in a subsequent phase