News Case Studies , Support


Milsoms - Out-of-Hours Support

Posted on: 27 Nov 14


The Milsom Hotels & Restaurant Group operates a collection of stunning hotels and restaurants across East Anglia. With an enviable reputation for quality and customer service, it is essential that its computer systems remain in operation and problems are resolved quickly to ensure the smooth running of the hotels. Milsom Group has chosen to have Strident’s premium Out-Of-Hours support service which will responds to customers’ needs from 8am to 11pm seven days per week.

The Pier Hotel, part of the Milsom Group, is located in two historic buildings on the quay side of old Harwich in Essex. The server running the hotel’s operating software failed and phone call was placed to Strident support at 7pm.

"The POS system is essential with regard to the smooth running of our very busy restaurants, so it was not just a case of getting it ready for the morning we also had to ensure it was up and running as soon as possible for the customers dining," explains Bridget Stanley, IT manager for Milsom Group.

Following an initial phone response, a site visit that evening quickly determined that a power supply failure had caused the problem. The server was supplied directly from HP and a compatible power supply unit could not be delivered until the following day.

“We take our support commitment very seriously and we do not close a job until the customer is satisfied,” says Chris Butler, senior support engineer at Strident. “HP would not be able to get a replacement power supply until the following day so I decided to install a temporary server and migrate the hotel’s entire operating system over to ensure it would be able to serve guests in the morning.”

The installation was completed at 2am the following morning. Once the new power supply was delivered, the original server was reinstalled during hotel’s quietest period the following afternoon.

Any disruption to business operations can be expensive in time lost, unproductive staff and poor customer experience. “The hotel and restaurants within the Milsom Group do not work regular business hours, so Strident’s out-of-hours cover is vital to ensure we continue to offer first-class customer service,” says Bridget.

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