28
THECOMMSISSUE
WORLD
THE CELTIC MANOR RESORT
DUTY FREE
OFFERS FIVE-STAR WIRELESS
OUTSOURCES
KEY COMMS
C
eltic Manor, the � ve-star resort
based in Newport, South Wales
has installed a new wireless solution
to support its staff, guests and afford every
convenience to visitors to the Celtic Manor
Wales Open 2009 in June and The 2010
Ryder Cup.
In a deal worth over £100,000, the Trapeze
Networks wireless network was installed
ready for the Ryder Cup, as Celtic Manor
wanted a secure, reliable, robust and resilient
wireless network.
Following extensive consultation meetings same Mobility Point. The actual setup includes
with the Worldwide Solutions, Trapeze’s Trapeze Clustering, which is new to Non-Stop
Bromsgrove-based Master Reseller, conducted Wireless Mobility System Software Version
a full radio frequency (RF) site survey and 7, and Celtic Manor now has two Trapeze
Italian company, Autogrill acquired Alpha designed the wireless networks using Trapeze’s controllers, which are clustered for backup.
Group in 2007 and World Duty Free RingMaster software to situate the 128 We also extended the reach of the wireless
in 2008. It recently integrated the two Trapeze Networks Mobility Points in optimum network to new areas and replaced existing
operations into a new UK travel retail positions. After the successful proof of concept, wired connections in guest rooms.”
brand leader named WDF, which includes the Trapeze network was then successfully Russell Phillips, vice president of facilities
World Duty Free, Biza, Alpha Airport rolled out to the whole resort without and development at Celtic Manor said: “We
Shopping and Glorious Britain. downtime to Celtic Manor systems. pride ourselves on providing the best possible
As part of its Improving Customer Simon Burgess, technical manager at services to the guests to our award-winning
Experience (ICE) project, WDF decided Worldwide Solutions explained: “One of the hotels and conference centre. With the
to upgrade its electronic point-of-sale big bene� ts for Celtic Manor was that we set forthcoming high-pro� le sporting events we
(EPoS) to a new Retail-J platform, which up an MX-216 Trapeze Networks Controller, wanted to offer secure free Wi-Fi to our
would deliver rapid customer service and which spanned both the admin and guest guests and the Trapeze Networks wireless
enable fast-paced and transparent product access networks, securely providing wireless infrastructure from Worldwide Solutions has
replenishment. At the same time, it decided services to both staff and guests from the enabled us to do that with con� dence.”
to outsource the front-line IT helpdesk
services to Retail Assist, covering both � rst
and second-level telephone support, to all
its duty free stores across the UK.
MITCHELLS & BUTLERS GETS
Tim Howse, WDF head of retail IT
HUNGRY FOR CUSTOMER FEEDBACK
systems said: “Close cooperation between
project teams and Retail Assist’s support UK operator of managed pubs and restaurants, Mitchells & Butlers has expanded its
services and store systems teams got the customer insight programme with customer experience management expert, Empathica to
support desk up and running in three include the Sizzling Pub Co. and O’Neill’s, in an effort to gain valuable customer insight that
weeks. It was a great achievement.” will enable it to continue to develop its customer service offering.
He added: “Retail Assist’s responsive Mitchells & Butlers decided to increase the programme following success across
service resulted in the improved in-store more than 1,000 of its locations including; Harvester, All Bar One and Toby Carvery. This
customer experience that was the goal of extended project will enable the companys to gain feedback from ‘real customers’. It will
our ICE project. Customers queue to check- allow them to understand, evolve and improve customer service levels and build customer
in, to pass through security and to board loyalty, by making improvements in relevant areas of the business.
their plane. We were determined to play Gary Topiol, Empathica UK managing director commented: “In these times, retailers
our part in reducing queuing time while need to react more quickly to their customers’ changing demands. Our initial project
in our stores and providing our customers with Mitchells & Butlers was a proven success and [the company] has demonstrated its
with great service. That calls for exceptional commitment to putting their customers at the heart of what they do by extending into
systems backed up by faultless service. new brands. We will continue to provide valuable customer data, as well as delivering
Together, WDF and Retail Assist staff are marketing insight to support the group in providing a high level of customer service
delivering that.” throughout its restaurant and pub chains.”
RETAIL TECHNOLOGY AUGUST/SEPTEMBER 2009
23-32 The Comms Issue.indd 28 18/9/09 9:09:00 am
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