IDS Softwares Pvt. Ltd., a leader in integrated IT solutions for the Hospitality industry has announced the launch of Fortune Care, a software solution that will act as a customer retention tool for hospitality businesses, by enabling them to deliver quality customer service. As a Quality Management Software Solution, it allows guests in a hotel to make calls to a single number from whereon, the system would log, allocate, track, analyse the requests/ complaints and incidents to enhance and streamline guest services.

Fortune Care helps in automatic escalation of request/complaints or incidents that are overdue, be it informing the VIP status of a guest to the housekeeper, or letting the HOD / general manager know that extra soap or extra towel tops the list of guest incidents. It helps set pre-defined timeframe for service deliveries which once set, has to be adhered to, creating a new standard benchmark for servicing a guest. Apart from in-bound calls from in-house guests, it also handles out-bound calls from customers requesting for information on rooms' availability and reservation.

Announcing the launch of Fortune Care, Rajesh P Yadav, Head - Sales and Marketing, IDS, said, "The Indian hospitality industry today does not have the challenge of filling the rooms as domestic and inbound travel is at an all-time high. The real challenge today that would allow them to differentiate and gain customer loyalty is their ability to provide the highest level of personalized and prompt service. The other related challenge is to ensure that such service levels are delivered in the most efficient manner. Fortune Care helps properties to do just that."

Fortune Care knits all departments and facilities together to give the guest the comfort of dealing with the Hotel directly by offering him a single point of contact rather than various departments. Some of the departments and facilities linked through Fortune Care are - Telephones, Reservations, Room Service, House Keeping, Bell Desk and Engineering desk operations - all of which come together to influence service standards of an establishment. Fortune Care routes all guest queries through a single point contact number to the respective departments through mobile phones, mails or SMS. The system also ensures an escalation if there is a delay in turn around time for resolving a particular query.

K Raheja Hospitality has deployed Fortune Care in their hotel properties and Mr. Rajoo Bhasker, Senior Systems Manager, K Raheja Hospitality quotes the experience the group has had, "'Care'  is taking care of our hotel!  We have been able to better our own benchmarks against the set standards of our hotel. It helps us to  keep a tab of every customer need, however small it may be,  and of course, the result is seen through increased customer satisfaction."

Added, Rajesh P Yadav, "Besides increasing guest satisfaction level, implementation of Fortune Care would enable managements to monitor the efficiency of their workforce on a 24/7 basis round the year. This not only makes measurement of workload and performance more scientific, but also helps management right size the employee strength as the process allows increased efficiency along with better accountability and reliability."