Marking what both Sandals and BTC called “a new day,” the award-winning resort and the telecom company joined forces this week, replacing and upgrading the resort’s mobile phone, reservations system and guest billing services in Nassau and Exuma.
It was the first clear demonstration of BTC’s new LIME-supplied capabilities following the privatization of the company April 6 when Cable & Wireless Communications completed the purchase of 51% of BTC after an exercise that lasted the better part of two decades. Cable & Wireless operates in 13 countries in the region under its LIME branding. LIME has a strong relationship with Sandals in other parts of the Caribbean.
“We met with Sandals almost immediately following the sale. They presented several issues related to telecommunications,” said Geoff Houston, BTC CEO. ” On May 12, LIME and BTC successfully converted the Sandals switchboard and billing systems to the Avaya platform, bringing Sandals’ Bahamas resorts in line with 17 Sandals properties throughout the region.” In addition to switching equipment in what is described as a “rip and replace” exercise, BTC was retained for ongoing support. According to the agreement entered into this week, BTC will assume support and management services designed to ensure smooth, uninterrupted operation of telecommunications and seamless handling of reservations for the resort’s properties.
BTC’s Marlon Johnson, Vice President of Sales & Marketing, said BTC was committed to providing “the highest level of support with immediate response and a client relationship manager available 24-7.”
Replacing one system with another involved intricate details, said Houston.
“The Bahamas project was a bit more complicated than a simple ‘rip and replace,’ because we had to interface with a different guest billing system until everything could be converted,” said Houston. “In preparation, LIME worked with BTC engineers to provide on the job training. From this point forward, that training will continue in an online format. This is the type of partnership that benefits everyone. BTC engineers receive training in a new platform so they are better equipped. LIME and BTC together satisfy a customer. Most importantly, we have been able to satisfy a customer’s needs and leave them feeling good about the service they deserve and receive.”
Sandals early entrance into the LIME-BTC business portfolio is not surprising. During the lead up to the privatization of BTC, Sandals CEO Adam Stewart had given LIME top marks, calling the Caribbean’s leading telecom provider a valuable partner.
“The hospitality industry expects and deserves the best in communication services – our guests look forward to communicating back home to share their experiences and demand speed, reliability and stability,” said Stewart.
“It’s an important part of the guest experience. LIME has been a valuable partner to Sandals across the Caribbean – we have been able to improve the efficiencies of the Sandals group and provide greater service to our guests because of LIME. Now, we look forward to more of the same in The Bahamas.”