Company insight
Cloud tech is transforming guest journeys
As a leading cloud-based internet solutions provider, DanMagi provides one of the best and most advanced guest internet experiences. We speak to Daniel Lister, CEO of DanMagi, about the company’s cloud-based solutions and the role of the technology in the hospitality industry.
How have DanMagi’s cloud-based software solutions transformed and simplified the guest journey? Daniel Lister: The DanMagi solution is a complete reinvention of the process for guest devices on-site in a hotel. It was a once-in-a-lifetime opportunity for us to do something different.
After years of watching the same old technologies being rolled out, we decided to do something about it and deliver on ideas, not just talk about them. At the time we did not even know if we could, but we needed to try.
In the end it took four years to develop a software that could really deliver. The beauty of the solution is we have taken out multiple points of failure but still have all the features to manage hardcore IP traffic needs and settings. Everything was built-in, including firewall, line aggregation and bandwidth management. On top of that, we can customise the customer experience like no other. We added real power to the guest experience with data centres and added an unmatched reliable experience that, as of today, is almost five years with no downtime. Then we developed a portal experience which is currently industry leading and with many other industry firsts en route.
The key to our business is that we focus on the core network and guest experience which, as we see it, should involve a solution that is so advanced the entire process is completed for them. Basically, the guest should enjoy the technology without seeing it or needing to interact with it beyond the registration point. It is a seamless experience, the ultimate invisible service; just like being at home but far more complex with multiple processes going on in the background.
Hotel Management International /
www.hmi-online.com
How should we understand support, the difference between ‘cloud’ and ‘true cloud’, and the role of providers?
It has been amusing to watch others claim they are ‘cloud’. With a true cloud service, not only can you see real-time performance, data and demand, but you can make individual, regional or global updates, changes or new features in seconds. You can deploy remotely without needing to go on-site, which is useful these days due to the pandemic but also for remote, difficult to reach locations. In the cloud, maintenance and support are also measured in seconds or minutes, not on how long it takes an engineer to drive to sites. I have been asked many times to provide an engineer on-site but I would always ask, “why?”. Proactive and real 24/7/365 support that is fast is something you maybe need to experience to understand. There is clearly a reason why we are being chosen by so many iconic hotels.
The pandemic has also expedited a positive trend for the adoption of cloud technologies in the industry.
What determines good service for software solutions?
A good service is about ensuring the end user has a fantastic experience. The solution needs to be trustworthy and incredibly reliable, giving a five-star service that manages users and supports hotels. There are many companies now running to provide software-only services, especially after the pandemic. Software takes years to develop, test and is not an overnight thing. I always recommend selecting solutions that enjoy developer support, as some companies do not directly support their software.
If better connections make for happier guests, why do we see some hotels lagging behind in terms of embracing technology? Good technology should not be seen. It should be integrated seamlessly into the business or service it seeks to improve. Maybe adoption is lagging because it is broadly seen as an invisible service, or maybe because we are used to a non- enterprise version at home or because we have internet on our phones. Yet it is still the number one complaint or need cited in guest polls. Maybe this is also a question for the hoteliers?
What can we expect for the future of technology solutions in the hospitality industry? Guests simply want things to work and expect the hotel to choose the best solutions as part of the brand they paid to stay in. Personally, I just don’t want to find Alexa in my room!
Guests like to bring their personal technology with them, and that is what killed the endless movie channels in rooms. The importance of having the best and most reliable network to manage their devices is really what is needed but it is not just a hardware thing. It is also software, service and rapid support. As for DanMagi, we have been focused on smart analytics services as part of this seamless experience. We care about the guest and their privacy so our new analytics is smart yet private. No social media, no creepy deep dives but quality data that will give hotels the opportunity to meet and exceed the guests needs. It provides meaningful data that gives the hotel and company the tools to sell. ●
www.danmagi.com 29
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