The main objective was to modernize the telephone system, which was already showing signs of obsolescence.

Challenges and needs identified

Thanks to the collaboration with one of our trusted partners Acacia TI , we were made aware that the existing telephone system at Hotel Regina was inefficient and limited. The lack of modernization not only affected the quality of calls and the ability to manage internal communications, but also created difficulties in integrating with other technologies, essential for the agile operation of the hotel. The absence of a robust communications system had a direct impact on the quality of service offered to guests and the operational efficiency of the staff.

As has already happened in another of the Pulitzer Group hotels, such as the Pulitzer Hotel in Paris, thanks to Acacia TI we can continue to renew the infrastructures and communications of this large hotel chain.

The solution implemented

A customized communications solution was designed and implemented for Hotel Regina that not only met customer expectations, but exceeded them. The new infrastructure allowed for a complete modernization of the telephone system, integrating state-of-the-art technologies that offered clear and stable communication throughout the building.

Among the main benefits of the solution were ease of use, sound quality and the ability to integrate with other hotel systems (CRM). In addition, the new system made it easier for hotel staff to manage it, who, without the need for advanced technical knowledge, could make configurations and adjustments quickly and efficiently.

It also enabled a significant improvement in the guest experience. Now, hotel staff can communicate more effectively with customers, providing quick responses to requests and ensuring more personalized attention. This has been crucial in maintaining the high standards of quality and service that Hotel Regina offers to its guests.

Results and benefits obtained

The implementation of this solution brought with it a number of tangible improvements for both the hotel and its guests.

Improved Communication

The new system provided efficient and seamless communication, both in the rooms and in the public areas of the hotel. This allowed for faster and more accurate customer support, improving the overall guest experience.

Optimized Internal Coordination

The integration of Snom IP phones with the Tecsens communication platform facilitated better coordination between employees. Staff manage internal communications more effectively, resulting in greater operational efficiency.

Scalability and Ease of Management

This allows the hotel to adapt to future needs without having to make costly upgrades. This ensures that Hotel Regina will continue to have a modern and efficient communications system for many years to come. In addition, the ease of system management by the hotel’s non-technical staff reduced reliance on specialized technical support and simplified day-to-day operations.

Improved Guest Experience

The ability to offer modern and efficient connectivity contributed to a more satisfying guest experience. The quality of communications improved the perception of the hotel’s service, cementing its reputation as a high-end establishment.

“Tecsens and Acacia TI give us total confidence not only as a service provider for the renovation of systems and infrastructures, but also as an advisor for the best solutions, such as Snom’s terminals,” admits José María de Asís, IT Director at Grupo Pulitzer.

Channel partner echoes the success story: https://www.channelpartner.es/movilidad/el-hotel-regina-de-barcelona-renueva-sus-comunicaciones-con-snom-y-tecsens/

The implementation of a modern and scalable communications system not only solved the above challenges, but also obtained significant improvements in service quality, operational efficiency and customer satisfaction. In addition, the solution not only covered the hotel’s current needs, but also allows it to be prepared for future challenges in a world where technology and connectivity are key elements for success in the hotel industry.

La entrada Case study: Hotel Regina in Barcelona se publicó primero en Tecsens.

The main challenge was the lack of adequate metrics that made it difficult to measure employee performance and limited the company’s ability to optimize its operational efficiency. In addition, the management of interactions with customers and partners was done in a fragmented manner, leading to significant inefficiencies.

The objective was clear: to obtain a 360-degree view of its customers and partners, thus optimizing the management of the team of agents and improving the quality of the service offered.

Solution Implemented

To address these challenges, Salesforce CRM was effectively integrated with the contact center and payment gateway. This integration not only allowed for the centralization of customer and partner information, but also streamlined agent management, providing a unified platform to manage all interactions.

The implementation included collecting valuable data, such as the number of calls received and answered, wait times, and identifying callers of greatest interest. This facilitated a better understanding of the team’s performance and made it possible to propose joint internal solutions, encouraging collaborative work.

Benefits Obtained

Since implementing the solution, Ona Hotels & Apartments has experienced significant improvements in several key aspects:

Operational efficiency:

The integration of the tools has allowed agents to immediately access the interaction history of customers and partners, improving readiness to address their requests. This has freed employees from manual tasks, allowing them to focus on providing a more personalized service.

Performance measurement and optimization:

It is now possible to measure and compare results with industry averages, which has led to continuous optimization of internal metrics. Agents have access to their performance data, making it easier to identify areas for improvement and promoting a culture of continuous improvement.

Improved customer experience:

The ability to offer a closer and more personalized service has increased customer satisfaction. CRM integration allows the customer file to automatically appear when a call is received, reducing response time and improving service quality.

Positive employee adoption:

The new technology has been well received by employees, who value the reduction of repetitive tasks and the improvement in the organization of work. In addition, the proactive willingness to implement changes strengthens the commitment to efficiency and quality.

Looking to the Future: Challenges and Opportunities

Although the implementation is relatively recent, Ona Hotels & Apartments is already planning future joint projects with Tecsens to continue improving its omnichannel strategy. These include automating call processes and implementing pre-filters to more efficiently assign customer requests to the right agents. These initiatives will not only improve operational efficiency, but also ensure a superior customer experience.

Although the end customer does not directly perceive the change in tools, the impact is evident on the quality of the service. Agents now have immediate access to each customer’s complete history of interactions, allowing them to offer a more personalized and close service.

This improvement in the customer experience has been enthusiastically received by the company’s employees, who see this technology as an opportunity to focus on what really matters: the customer.

In summary, the collaboration with Tecsens has allowed Ona Hotels & Apartments to take a crucial step on its path to omnichannel, establishing a solid foundation to continue optimizing its internal processes and offering a high-quality service to its customers and partners.

La entrada Ona Hotels & Apartments optimises its omnichannel strategy with Tecsens se publicó primero en Tecsens.

Initial situation and objectives of the project

Being a corporation with a very high number of daily calls, ICSE was overwhelmed since it did not have the necessary resources to perform quality customer service. This meant a large number of calls without being able to be answered. In addition to this and being an educational entity that teaches courses and face-to-face and online training, they needed a secure Internet connection that would guarantee a stable connection and good bandwidth.

Another need they had was mobility, since they could not telework or answer calls outside the center.

Proposed solution and project phases

After a first phase of consulting and study of ICSE’s needs, we structured their communications offering the following solutions to achieve unified communications:

• Virtual switchboard with more than 40 extensions spread throughout its headquarters
• 16 fixed IP 1Gbps FTTH Internet access points
• 7 mobile phone lines

After customizing a proposal according to the needs, the implementation and configuration of all the systems was carried out, facilitating a communications structure adapted to the business structure and that users could contact them in a simple way in turn they could attend all the calls they received.

In the words of Adrián Ramos, head of the IT Department:

“Very good, the transition has been painless. They have provided us with all the information and have accompanied us throughout the process.”

Benefits obtained with the solution

Thanks to this implementation, ICSE has managed to improve its communications by a high percentage and in turn the productivity of its employees. With the help of Communicator, the application of our CloudTel PBX, the employees of the center have managed to obtain great mobility with a telephone access anywhere in the geography. Something that in turn has facilitated teleworking.

The switchboard (CloudTel PBX) has managed to unify its communication systems and ensure that all telephone requests are attended in an agile way. In addition, Internet connections have facilitated the day-to-day life of teachers and students.

La entrada ICSE Global Communications Project se publicó primero en Tecsens.

The Tarragona City Council was in a process of digital transformation, with the need to host high workloads that supported the citizen and required hosting in a high availability infrastructure, tolerable to failures and protected by BaaS and DRaaS, as service interruptions or crashes could not be allowed.

Project objectives

The main objectives of the project were to carry out an organised, planned, transparent and agile migration without affecting the services published for all citizens, entities and companies. At the same time, ensuring the availability of information systems through Backup (BaaS) and Disaster Recovery (DRaaS) services, thus complying with strict RTO/RPO.

Project phases

In the first phase, the services that the municipality already had in place were studied in detail, making an inventory of all application servers, databases and the most critical workloads of the services provided.

In parallel, WAN and LAN network changes were analysed, a necessary implementation in order to be able to carry out the migration and release of new services.

Once the technical documentation with the details of the Cloud architectures to be implemented, deployed and developed, the migration times were planned.

For each environment put into production, the relevant BaaS and DRaaS policies were applied, a backup copy of all files and databases was available, and the environment was replicated in a secondary datacentre where services could be offered in the event of any contingency.

The application resources deployed in the Tecsens Private Cloud environment continue to expand. The project has recently been given the capacity for self-management by the municipality, allowing the vast majority of modifications to its service to be carried out autonomously.

Benefits obtained with the solution

Thanks to the housing of the most critical citizen-focused services, such as the corporate website, which receives more than 1 million visits annually, the electronic headquarters where announcements, calls for tenders, town planning information are published and where more than 140,000 visits were received last year, and the an electronic processing portal for citizens, companies and entities, where, in addition to being able to submit applications, access is offered to the virtual tax office, a platform through which more than 300,000 visits and almost 30,000 applications were processed last year.

Tarragona City Council offers its citizens a quality service without interruptions and guarantees the availability and security of their data.

“The project has been a success since its implementation/migration of services to the TECSENS Private Cloud and subsequent operation, taking into account that the services hosted there are critical, as they are accessible to the citizen.´´

La entrada Private Cloud environment for tarragona city council se publicó primero en Tecsens.

What was the initial situation and needs?

We found ourselves in need of an IP telephony partner that could offer us international numbering and with the necessary adaptability to our omnichannel via Trunks. All this at a competitive market price adjusted to our high volume of international call traffic, without sacrificing excellent audio quality.

What benefits have you obtained after implementation?

We have been able toreduce fixed and variable costs compared to the old telephone operator we were working with. But the great benefit has undoubtedly been the evolution in efficiency and technological growth by unifying communications and integrating everything into a single tool.

What made you choose Tecsens?

Price, quality and the team of people working behind the scenes have always been at 200% to help us throughout the implementation process as well as all the administrative and commercial procedures.

A 10 no doubt, the challenge was very big, as we were against the clock, in record time we were able to get the required numbering and the whole trunk implementation up and running in the miraculously short time frame of less than two weeks!

The Tecsens team was involved to the fullest, and this is to be commended and thanked!

La entrada VoIP solution for Stayforlong se publicó primero en Tecsens.

Always offering quality and solutions tailored to the needs of its customers. Becoming the strategic partner that they demand for the achievement of the objectives set.

Their values and technical qualification of the commercial staff allow them to assure without fear of being mistaken that they provide quality customers to their clients. At the same time, they contribute to brand implantation in their areas of influence.

Its Call Center Manager, Emilio Lorenzo, tells us about his experience.

What was the initial situation and needs?

To cover the main needs of the telesales area with a multifunction, intuitive, reliable and efficient software that would allow us to increase the productivity level of our Call Center sales channel.

What benefits have you obtained after implementation?

Unify and reduce costs, significant increase in production and possibility of short-term growth.

Why Tecsens?

The presentation of the product and the treatment received at all times was impeccable. He was very professional and the functionality of the software and all additional services were explained in a concrete, concise and transparent manner. In addition, the software is very user-friendly both visually and in terms of operation.

“From start-up to today the functionality is perfect. Any doubts or queries regarding operation, handling and configuration modifications are answered precisely and promptly, both by e-mail and by telephone. In addition, technologically it is very versatile, covering both our current needs and those that may arise in the future.”

La entrada [Caso de éxito] Call Center Solution for Northmarket se publicó primero en Tecsens.

Voz IP Colombia is a Colombian company whose main mission is to provide integrated solutions for Cloud PBX, Unified Communications (IP Telephony), Service Desk, Software Development and Perimeter Security under innovative technologies.

Elizabeth Doncel, Project Director of Voz Ip Colombia, tells us that her priority has always been to improve the customer experience. Also, to have a new trusted alliance for future projects. Thus, he transmits us his satisfaction with the solutions offered and the treatment received from TECSENS:

I believe that we have achieved what we were looking for, a commercial synergy and mutual assistance, because our company will always be willing to make positive contributions and I am convinced that TECSENS will be attentive to providing its support and taking forward any project that can be presented to us currently or in the future.

Under the motto, Win to win (always in equity).”

La entrada Voice IP Colombia, trust TECSENS to reach Europe se publicó primero en Tecsens.

This educational center provides both classroom training, online and certified courses where all students and teachers need internet connection. In addition to its teaching method through online educational platforms.

Situation

Incidents in the corporate communications lines at the network and telephony level were a problem that arose on very continuous occasions, something that  Juan Luis Pérez, Head of Studies, explained to us.

Falls in services that affected both the continuity of students’ classes, as well as everything related to the daily work of teachers or even contact with families. A center that opts for a change in methodology and works for the incorporation of digital resources could not afford it.

Solution

After a study of their needs and what was best suited to them, we implemented several professional internet accesses. For better performance of connectivity between floors, classrooms, etc. and a virtual PBX that would allow flexibility, security and call quality.

After these last months and events arising from covid-19, centers such as Juan XXIII that already had good technological resources and had started their digital transformation process have not affected their normal activity, being able to teach the classes from home, says Juan Luis.

They were prepared, which has given them good results during the pandemic. This now opens up other needs and the incorporation of new additional services due to the uncertainty of the next academic year. Although they already have the experience of online teaching, the limitations in terms of attendance in September would increase this modality. Something that was already being raised and even before this health crisis.

A future full of uncertainty and changes in the education system that shows that digital transformation is much needed in this sector and that the current situation has accelerated. Being prepared to take on this new methodology and bet on positioning yourself as a reference technology center was always a priority for this center.

Juan Luis conveys his satisfaction with the solutions and the relationship with TECSENS:

“It’s been over a year since our problems have disappeared since the very first moment, which has had an impact on greater satisfaction from the entire center. We work with TECSENS side by side, excellent professionals with knowledge, resolution, efficiency and closeness. Peace of mind knowing we’re in good hands”

Demonstrated that digital transformation in education is fundamental.

La entrada Digital transformation in education se publicó primero en Tecsens.

The Simone Ortega School of Hotel Management and Tourism needed to provide Wi-Fi coverage for the two-story building and a ground floor that make up the school. In addition to incorporating Wi-Fi access points with coverage for each floor. This included the kitchens and areas with the highest traffic, Internet access through three FTTH with a bandwidth of 600 Mbps symmetrical for each one. A security infrastructure solution, structural cabling and a unified Wi-Fi access point management methodology.

To provide a solution to these needs, TECSENS has opted for Ubiquiti Unifi technology. This provides a high level of quality of service, fully customizable bandwidth limits and improved wireless network performance.

The solution

Ubiquiti equipment has 3 dual-band antennas, which makes it possible to offer two different frequencies for the same SSID, one at 2.4Ghz, which is the usual frequency since the appearance of Wi-Fi networks, and another at 5Ghz. A frequency that all devices such as tablets and smartphones are starting to incorporate. This advantage allows the air frequency spectrum not to be as saturated with only 2.4Ghz connections. They also incorporate the 802.11n and 802.11ac standards, reaching transfer rates of 450Mbps at the frequency of 2.4Ghz and 1300Mbps on the 5Ghz frequency. This feature allows for better bandwidth management. Thus, offering better transfer rates to devices capable of connecting via 802.11n/ac.

The entire network of access points and switches can be managed by TECSENS through its own Cloud Management service. This allows cost savings on future deployments and expansions, rapid deployment of new devices.

In short, a unified network that will allow users to connect without any interruption, scalability, remote management. In addition to easy firmware upgrades, reboots and remote locking of access points and switches. In addition to remote blocking or unblocking of switch ports, direct access to technical support, and control of access and connected users.

Additional services are also offered on this platform. Such as profiling, proactive remote management, constant network monitoring, or access and user control. Including each user’s network usage and specific privileges.

Customer feedback

To learn more about this project, we spoke with Francisco Javier García Ortiz, director of CIFP Simone Ortega,who told us that his is “an Integral Vocational Training Center where we teach training cycles of the hospitality and tourism family”.

Until now, he explains, “we only had the intranet provided by the Department of Education (ICM) in some of the center’s computers. In addition to an ADSL line to manage other aspects such as surveillance cameras or alarms, for example. That’s why we needed to improve connectivity throughout the center, especially through Wi-Fi”.

To do this, they turned to TECSENS, because, as our interlocutor tells us, “from the first meeting we had the impression of being in front of a serious and capacity-enabled company. They immediately understood our needs and proposed possible solutions.”

But what were these needs in particular?

In the words of García Ortiz, “greater and better connectivity at all levels, security, and working in the cloud”, something that, for this manager, will allow them to “develop more attractive and innovative learning methodologies for our students”.

A proposal for a global improvement

After this, we wanted to talk to TECSENS, in particular Javier Zamorano, its head of business development. According to him, the client demanded improved internet connections for its students and staff. Connections were slow and sometimes non-existent and, therefore, the image of the center was affected and they were unable to work. In addition, the original idea is aimed at allowing students to connect via Wi-Fi in the center’s restaurant classrooms and from their professional catering equipment, so that they can simulate real situations in their future jobs.

To meet these needs, he explains that “it was proposed to segment the networks by plants and place access points that cover all areas of the center, both common areas and classrooms. In addition, it was proposed to heal all the structural wiring of the center adapting it to the current categories to ensure network access speeds.”

“Thanks to segmentation,” he continues, “to have plant-specific networks and the renewal of all the network cabling of the center, the customer can guarantee the bandwidth of the Wi-Fi network, as well as ensure security and privacy in the connections. All this without harming the navigation of other equipment that requires it. With the general control panel, you can have real-time information about the network usage of connected devices and configure it to measure for secure and reliable connections. For us, this implementation has been a new challenge in a client of the education sector, which has been completed with great success”.

Has the customer’s objective been achieved?

The installation was completed at the beginning of last December without any additional action being pending. In 3 weeks “all pre-sales and installation work has been carried out. Given the current stability of the network, the customer has in mind to upload to the cloud all those on-premises services that they currently have and thus perform a global digital transformation.”

With this installation, “we have achieved a renovation of the already obsolete structural cabling and a 180-degree turnaround to improve the center’s wired and Wi-Fi connections. We have provided security and stability for the center to become a benchmark in its sector. In addition, it can offer the best and most up-to-date technology to its students without any limitations”.

[Fuente] IT User

La entrada [Success story] Simone Ortega School se publicó primero en Tecsens.

Who is Diaphanum?

Mario González Domínguez, Head of Technology at Diaphanum. He explains that his company was created as a result of the implementation of new European investment regulations (MIFID II). Created to protect investors from crises such as that of 2008.

We are a disruptive element in the securities market, since we are born as the first company at national level whose business model is 100% MIFID II. As well as being disruptive, we are the paradigm of the new European regulations. In addition, we offer a 100% independent investment service aligned with our clients’ interests. This eliminates conflicts of interest and focuses on the best investment options.

The reality of today’s business world pushes us and new technologies have led us to design a technological structure to have access and contact with our customers at any time and place. What we call “figital” philosophy (physical + digital). This made us consider developing tools that facilitate both easy access to information by the customer and the possibility of complying with the rules imposed by regulators in a remote way. With our technological strategy, a client practically does not need to come to the office to manage his investments.

Why Tecsens?

As this manager explains to us, the relationship with TECSENS is not new.

We were born from the hand of TECSENS. We have been operating for 2 years, although we were in the systems analysis and design phase for a year before that. What we needed was and is a robust environment, with adequate security measures, meeting current standards and minimum response times to incidents. In addition, the place where we stored the data had to comply with the LOPD (at that time we were obliged to locate our data warehouse in Europe). And we have it all with TECSENS.

One of the issues we took into account was proximity. In a world of do it yourself technology, we wanted to have someone we knew on the other side. Someone who would understand and know our needs and provide security against infrastructure failures. We came to TECSENS from Weber Solutions.

This point, he continues, is fully in line with what Diaphanum offers its customers: proximity.

I come from a leading bank in Spain, and many times I have found myself in situations where all incidents, new needs or projects were accelerated or decelerated depending on the proximity to the other party entering the equation. So, in an evolving company, speed of response is critical. And although the technical and operational aspects are fundamental, we have also opted for a Spanish company, as have we. In a world where Cloud technology is monopolized by the big players.

The keys to the project

The project is based on two fundamental pillars, explains Mario Gonzalez, our financial core and documentation systems. We also added professional internet lines, both for interconnection with the Cloud environment and for voice and access from our branches. Core and documentation services are mounted in a High Availability environment backed up by backups. In addition to being wrapped in a layer of security that we have improved since we started, incorporating new elements that provide additional measures against attacks.

He adds that the business model is reflected in cutting-edge technology that is easy to use for both our employees and our customers. It is also very complete and technically complex. We are also achieving a tool that differentiates us from our competitors. Constantly evolving and adding new functionalities that benefit our customers above all.

The project was started at the beginning of 2016, and the truth is that when we started with TECSENS we were already very clear about what we needed. We just needed to find that piece of infrastructure that was within our budgetary reach. In conclusion, that it had the elasticity and scalability that we needed to start with and that we would need in our future.

We started in a first phase with all the basic resources available and later we have undertaken service expansions, which have not yet finished evolving.

Have expectations been met thanks to Tecsens?

When choosing TECSENS, we defined clear initial needs for resources, perimeter security and interconnections, and we dimensioned them for the first expansion needs. The advantages we were looking for are those of a stable, robust, flexible Cloud service, low incident rate and quick solutions. And, so far, we have found them. But even though we knew what we wanted, we have had very productive conversations and recommendations with TECSENS that have allowed us to finish shaping the initial idea. In addition, we believe they have improved the usability and responsiveness of our systems.

Once we got going, I think we achieved what we were looking for. Although Diaphanum is a medium-sized company, the demands of our customers are the highest due to the basis of our type of business. Today we have full connectivity: our customers can access their personal information from any place and any type of device. In addition, our employees can work almost equally well from the office as from other locations, so that the functional and operational “offshoring” of our systems is a fact.

Thinking about the future

But now what? Are you considering expanding the project?

In the words of Mario Gonzalez, Diaphanum has only been in business for 2 years, so internally there are a large number of ideas for powerful new financial tools that differentiate Diaphanum from the competition that are evolving until they become reality. We are very aware that financial needs go hand in hand with Fintech tools and we are betting on it.

Recently, together with TECSENS, we have set up a new test environment to start testing a new tool that will definitely set us apart from the rest. It is sure to be launched in the coming months. And, of course, our core is constantly evolving, both to adapt to new regulatory obligations and to create enhancements and new features. In short, an easy to use and very complete environment for both the customer and the employee.

TECSENS, the technological contribution

Adrián Delgado, COO of TECSENS, tells us that Diaphanum is a client that every IT services integrator wants to have. We have been contracted for services in the area of Voice, Networks y Cloud, with demanding requirements and a high level of compliance.

In this case, the most specific needs were several. Among them, the only interlocution with a single global service provider, capable of responding to each and every part of the technological project. To have a qualified technical team with a very close relationship, where the whole team knows the customer’s infrastructure without having to explain our environment every time a request is made or there is an incident. Our technology provides a robust and scalable solution with high service availability.

Speaking of the project, the main core of the service is based on the hosting in TECSENS’ private cloud of all the company’s core servers. Thanks to this, Diaphanum has its servers in a highly available and highly scalable environment with high security measures. VPN services are offered from all Diaphanum offices throughout Spain. In order to access the cloud servers and interconnect the offices with each other. In addition, SIP Trunk service is offered where each and every one of the company’s calls are routed between its offices.

[Fuente] IT User

La entrada Diaphanum bets on TECSENS se publicó primero en Tecsens.