As a hotel network with multinational branches in various countries, Reddoorz needed a communication system that is not only modern, but also able to unite all branches on one integrated platform. With the growing volume of communication from international guests, Reddoorz needed a telephony solution that is flexible, intelligent, and able to operate across countries without sacrificing service quality.
To meet this need, Reddoorz chose Solusipbx as a unified communication platform able to integrate VoIP, CRM ticketing, AI agents, and global call distribution in one reliable system.
Challenges Faced
- The need for a telephony system integrated with CRM ticketing through an API
- The need for a smart IVR connected to an AI agent to serve guest requests automatically
- The growth of VoIP-based toll-free calling services that run 100% over the internet
- The need for call routing based on guest status (priority and standard)
- Hotel operations spread across several countries, with uneven call loads between branches
- The old system’s limitations in distributing calls across countries in real time
Reddoorz needed one centralized system able to unite all branches and make sure every guest call is still served optimally.
Solution
By implementing Cloudpbx from solusipbx, Reddoorz successfully consolidated the communication systems of all its multinational branches into one integrated platform. All incoming calls from various countries can be managed centrally, so agents in other countries can pick up calls when a particular branch is busy.
Through CRM ticketing integration via API, every guest call is automatically recorded and handled according to the customer’s history and status. This Cloudpbx also supports an AI agent-based IVR through a custom call flow, letting guests get information and initial help quickly and consistently across all branches.
In addition, Cloudpbx supports VoIP-based toll-free calling that runs entirely over the internet, enabling Reddoorz to provide global customer service without depending on conventional telephone infrastructure.
The advanced call routing feature enables call distribution based on:
- Guest status (priority / standard)
- Agent availability
- Branch location across countries
This makes sure every call is handled in real time, stably, and optimally, wherever the agent is.
Results Achieved
Results Achieved
After using 3CX, Reddoorz gained a number of strategic benefits, including:
- A unified communication system for all multinational branches
- Real-time, uninterrupted cross-country call handling
- A consistent AI-based IVR across all branches
- CRM integration that improves personalization of guest service
- Improved operational efficiency and global guest satisfaction
With Cloudpbx from solusipbx, Reddoorz now has a global communication system that is scalable, intelligent, and ready to support the growth of its international hospitality business.
“Dadan widana, Head of Customer and Partner Support -Reddorz-Indonesia”
