About Aditya Resort
Aditya is a famous resort located on the southern coast near Galle, Sri Lanka. There are private beaches with panoramic views of the Indian Ocean. Aditya has twelve suites and two villas. Four of the suites and two of the villas have a pool, spa, gym, private butler service, and all-day dining options.
Challenges
- The hotel found the hospitality solutions they were using to be lacking in user-friendliness and intuitiveness.
- Before, the tech support provided by the company was slow and inefficient.
- The previous IT provider did not offer guidance on settings, and there was a lack of training for the resort's staff to raise their proficiency in using the solutions effectively.
- There was no dedicated employee on the IT provider's side to address in case of problems and issues.
We were facing concerns with our previous suppliers' services and prompt attention to problem-solving. Most of the time, we had to explain to many callers how to attend to a simple request, and that too was not to our satisfaction. We faced many challenges in solving issues with them due to a lack of service and communication errors.
Shanika Rajakaruna
Head of Sales and Marketing at Aditya Resort
Solution
Aditya Resort has started using Exely Booking Engine. The Exely Onboarding managers have conducted training sessions for the staff and provided guides on the platform's settings. Additionally, Exely has assigned a dedicated support and customer success manager specifically for the resort. In case of any urgent matters, the resort has access to 24/7 support.
With Exely we were well-impressed from the beginning. Most importantly, the service factor and what they promised were delivered to our satisfaction. What made us choose Exely are the advanced training in technology, useful training materials locally and internationally, payment terms and most importantly their customer service.
Shanika Rajakaruna
Head of Sales and Marketing at Aditya Resort
Result
Exely provided the resort with consistently excellent customer service. It is easy to reach the responsible individuals, and the managers are highly focused on achieving goals. Issues are resolved promptly and effortlessly. The Customer Success team evaluates the resort's sales performance and regularly provides expert recommendations.
Before
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Poor problem-solving -
Lack of communication
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No suggestions for improving systems
After
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Quick, efficient 24/7 customer support -
Assigned customer support and customer success managers
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Expert recommendations and guides on settings
