Sybase Anywhere Customer Success Story

When Metromedia Software, Inc. launched PocketHotelEXPERT®, a mobile solution that enables hotels to rapidly respond and manage guest requests, the company turned to Sybase to provide the mobile database platform on which to build the solution. Powered by Sybase SQL Anywhere, pocketHotelEXPERT (PocketHE) supports a variety of device platforms, including BlackBerry®, and is designed to perform efficiently and in real-time. By extending the traditional desktop application, PocketHE enables rapid response times to guest requests which improves customer service and results in repeat guest visits.

DEVELOPING RAPID RESPONSE SOFTWARE TO MANAGE HOTEL GUEST REQUESTS
Calling down to the front desk and requesting additional towels for your hotel room is a common request and seems simple enough to fulfill. Now multiply that request by 600 guest rooms, a few VIP guest requests and try to coordinate these requests with dozens of hotel employees. You now have a logistical nightmare. It was that type of challenge that led Metromedia Software, Inc. to develop HotelEXPERT, which replaces a traditional pen and paper tracking system with a guest request tracking solution.
HotelEXPERT gives hotel managers and customer service staff the ability to enter and track guest requests from a single software application. Going far beyond the capabilities of the manual systems, the solution also allows hotel staff to track past guest experiences, generate automatic reports on customer service performance, monitor guest comments, and manage the preventative maintenance of hotel equipment.
When the HotelEXPERT developers needed a database to power the application, they turned to SQL Anywhere from Sybase. Selected for its ease of use and stable environment, SQL Anywhere also has the ability to scale as their customer base grows. The launch of HotelEXPERT introduced a new category of hotel software now popularly known as Rapid Response. Since its inception, HotelEXPERT has been adopted by 300 leading hotels worldwide, ranging from 60 to 6,000 rooms.
Given that a majority of hotel employees are now mobile, it was not long before the Metromedia Software team saw the value they could deliver with an easy-to-use mobile solution, allowing hotel staff to access information anywhere in the hotel and in real-time.

DEVELOPING HotelEXPERT FOR A MOBILE WORLD
Although cell phones and two-way radios allow for immediate communication between hotel employees, they also create disturbances for hotel guests given the noise they produce. “The devices also require extra time for updates to be keyed into the customer service software,” says Val Reyes, HotelEXPERT president and CEO. “This takes away time from personnel that may need to be servicing customers at the front desk.
When developing the HotelEXPERT mobile solution, Metromedia sought to use a mobile device that was used and understood by their customers. “Our technology allows hotels to deliver customer service at a much higher level. But if the technology is not easy to use, the staff will have to spend extra time using it, and may actually resist using it.
We realized that to take our solution to the next level, we need to offer it on the leading, easy-to-use mobile device, the BlackBerry,” says Reyes.
Given that BlackBerry devices were already in use in many hotels, this allowed new customers to invest in their existing technology, decreasing the TCO and increasing the ROI of the HotelEXPERT solution. PocketHotelEXPERT, the mobile version of HotelEXPERT, is designed specifically for use on mobile devices. The relationship and success using Sybase’s SQL Anywhere database in HotelEXPERT made it an automatic decision to use UltraLiteJ for BlackBerry when developing the mobile application. “Frankly, we did not consider another database partner,” Reyes says. “Sybase database technology has worked so well for us over the course of many years that it allows us to focus on developing the features of our application. So while the database is a critical element of our solution, we don’t have to worry about creating it.”

PROVIDING HOTELS UNINTERRUPTED ACCESS TO DATA
PocketHotelEXPERT provides mobile customer relation management allowing hotel staff to respond rapidly to guest’s requests. Using UltraLiteJ for Blackberry devices allows hotel staff uninterrupted access to data on the device regardless of connectivity. UltraLiteJ provides a fully functional relational database that is stored locally on the BlackBerry. Leveraging UltraLiteJ’s built-in synchronization capabilities, in conjunction with the MobiLink data synchronization technology, allowed PocketHotelEXPERT to achieve seamless data flow between the device and the hotel communication centre.
For hotels that do not have on-site data centers, HotelEXPERT provides a cloud database hosting service. HotelEXPERT provides a data storage service, leveraging MobiLink data synchronization, allowing fast, secure synchronization between the hotel staff BlackBerry devices and the cloud. Given that all data is stored locally on the hotel staff devices, intermittent connectivity provides no interruption to the application. Synchronization can be configured to occur when connectivity is available, or in an on-demand fashion that enables longer battery life on the device.
A main challenge when developing the PocketHE application, as with any mobile application development, was providing a solution that was robust and continuously available. “UltraLiteJ ensures the data reliability and consistent performance of our PocketHotelEXPERT application,” says Reyes. “This technology enables hotel customer service data to flow seamlessly and reliably between the application server and mobile devices. This means mobile staff and managers are always up-to-date on the latest customer request and the status of fulfilling outstanding requests.”
Recent advances in mobile computing have produced devices capable of more CPU-intensive processing and larger data storage than ever. These capabilities allowed Metromedia to integrate sophisticated business logic into the PocketHE application. “The complexity of our application exceeds the data capabilities included in the native device operating system,” Reyes says. “So we need a robust, secure, easily synchronized database, such as SQL Anywhere UltraLiteJ, to enable the same level of data integrity and manipulation that is available on PCs and servers.”
“We don’t have to worry about the database component of our solution,” Reyes says. “It simply performs as it should. This helps us meet the needs of our customers and allows developers to focus on developing front-end papplication features. The ability to focus only on our application leads to use building better application features.”
HotelEXPERT and PocketHE give hoteliers the capability of providing great guest experiences by allowing rapid, coordinated execution of hotel requests. SQL Anywhere consistent performance and uninterrupted data access
provides all hotel staff with the tools they need to keep the hotel running smoothly. SQL Anywhere technology seamlessly moves data between mobile BlackBerry devices and hotel data centre while providing the capabilities of the necessary report to ensure the hotel functions to the highest standard. SQL Anywhere and HotelEXPERT allow hotel staff to look after their guests, by letting Sybase and Metromedia look after their data.

THE HOTEL DEBUT OF POCKETHOTELEXPERT
PocketHotelEXPERT made its debut in January at the Andaz West Hollywood, a Hyatt hotel. A technology-friendly hotel, Andaz has implemented industry-firsts in the area of guest check-in. Using PC tablets, hotel hosts check guests in anywhere on the hotel property. This includes the lounge, parking lot, the lobby or even the restaurant. Hotel hosts can immediately input guest requests into their BlackBerrys with PocketHotelEXPERT, eliminating intermediary steps related to their delivery.
The staff at the hotel uses the BlackBerry Curve and Bold models. PocketHE also lists in-house VIPs so managers can ensure the quick dispatch of any request. The Andaz goes a step further by providing BlackBerrys to rank-and-file staff, including MiniBar and Room Service waiters, parking attendants, housekeepers and engineers.

DELIVERING VALUE AND REDUCING COSTS TO HOTELS
While PocketHE delivers value to its customers, a key component of success is the easy-to-use functionality. “We have found the PocketHotelEXPERT screens easy-to-use, which means our staff does not need to remember task codes. We are able to filter any outstanding VIP work tickets to direct additional attention to them. But the main benefit is that PocketHE improves hotel culture by moving staff away from paper, email or voicemail for looking up or dispatching work tickets,” says Michel Morauw, General Manager of the Andaz West Hollywood.
Using PocketHE, hotels can now set response times to guest requests, which is difficult to do with a paper system. Fifteen minutes is the standard that most hotels running HotelExpert strive to achieve, then over time tasks are escalated to the hotel manager. Information flows in real-time from the entry of the request to the handheld device of the employee completing the request, streamlining the hotel’s guest request process and improving overall efficiency. PocketHE also provides hotel management visibility into operations via their BlackBerry device. This allows hotel management to immediately identify and address any inefficiency.
Metromedia’s highly effective rapid response solution for the hotel industry enables hotels to respond quickly to hotel guests’ requests. Increasing guest satisfaction with PocketHE and HotelEXPERT means hotels achieve high customer satisfaction ratings, ensuring return and recommendation business.
In addition to improved customer satisfaction and an increase in repeat guest visits, PocketHE also helps hotels save money by tracking guest patterns, identifying maintenance problems and proactively managing hotel operations. For example, a hotel maintenance manager was able to use the HotelExpert application to track the hotel’s air conditioning system maintenance to justify preventative maintenance that saved the hotel future replacement costs.
PocketHotelEXPERT was not only the first software solution of its kind; it has caused a positive cultural change at the world’s foremost hotels. By embracing a paperless, mobile solution, hotels are saving money, improving customer satisfaction and guaranteeing return guest visits. “We are looking forward to the future capabilities we can achieve with PocketHE. Our partnership with Sybase is important to us and we are confident that SQL Anywhere is the database that has the ability to support us moving forward,” summarizes Reyes. With Metromedia’s effective and accessible hotel solutions, guests, management, and staff can all sleep well at night.

New Director of Sales

We recently hired Larry Long to the position of Director of Sales. In this role, Larry will oversee business development and strategy efforts in the Northeastern United States and abroad while managing existing customer accounts.

Larry joins us from a 285-room luxury hotel in Boston, Massachusetts where he managed Corporate Group Sales. Prior to that he was Sales Manager with a Conference Center located in Boston’s Financial District and Direct Marketing Manager for an offshore software consultancy in Charleston, South Carolina.

Larry holds degrees in Hospitality Tourism Management and Business Administration from The College of Charleston. His relevant industry experience and education will allow us to understand the challenges faced by hotels in today’s economy and better serve our existing and prospective customers.

Currently residing in Boston, Larry looks forward to growing our customer base while sharing his enthusiasm for the industry, sales and technology. Larry can be reached at llongjr@hotelexpert.com or (617)-744-9545.

Unwired Solution - HotelEXPERT for Blackberry

New York, NY

Metromedia Software, Inc. has married its popular Rapid Response system with the world's most-widely distributed handheld business device, the 3-G Blackberrys from RIM.

In its debut at the Andaz West Hollywood, PocketHotelEXPERT joined other "firsts" at this hip-est Hyatt brand. Guests are checked in using tablets, and therefore, guests may be checked-in at the lounge, or bar, rather than the traditional front desk. Hosts (the same person that checked you in) escort you to your room, recite the room's features as well as fill your bucket with ice. The "host" concept is quite a departure from the usual and customers are encouraged to contact the host for their requests. Hosts are decidedly several notches above the usual front desk caliber.

The Blackberry Curve and Bold models are used at Andaz. In addition to managers, staff members carry the Blackberrys to create and close guest requests. A list of in-house VIPs and guests is displayed for managers, allowing quick dispatching of any request. Untraditionally, Andaz plans for room service staff and valet parkers to work with Blackberrys. While designed for guest response, the Blackberrys also moonlight in the area of equipment preventive maintenance. Extensive task checklists are clearly displayed on the units.

To ensure uninterrupted data entry, even in the event of signal loss, PocketHE was developed with a small-footprint database that resides in the Blackberry device. Synchronization can either be automatic or on-demand, the latter prolonging battery life. PocketHE eliminates the need for other communication devices, as it does act as a pager. The data is transferred outside the BES Server, and directly via secure SSL to the main database hosted by Metromedia.

COMMENTATOR: A New Way to Manage Comment Cards

Industrial-strength web-based customer surveys have been around for a while. According to Val Reyes, President of Manhattan based Metromedia Software, Inc which develops HotelEXPERT, "The solutions out there offer statistical scores and not problem-solving. In many cases, hotels receive scores and guest comments that are 30-days old... hardly a dynamic way of managing comment cards."

COMMENTATOR, a module of HotelEXPERT, addresses this issue and more. Surveys are emailed at departure (or shortly thereafter). Pre-arrival surveys can be emailed a few days in advance to ascertain special requests, such as a limousine pick-up.

The benefits add up on the back end including the ability to task a deficiency to operations, write a response letter or an amends such as a free night, transmit the "fresh" scores and comments to department heads (related to their specific departments), note an employee recognized by customers or even write a thank you note to an employee.

"There is a finally a software that can investigate a complaint rapidly, therefore a quick response is possible. Comment card management is so paper-driven at hotels that most of the "pls handle" notes to department heads remain at the bottom of the pile," says Reyes. Surveys can be easily created by hotel staff, and can individualize them for Room Service, Spa, Gym or restaurants- which can be sent to hotel or local guests.

COMMENTATOR allows a hotel to decentralize its guest-communication effort, making departments more accountable, or, on the flipside communicating guest compliments more dynamically to the department level.

HotelEXPERT To Release PocketHotelEXPERT for Blackberry

New York, NY
October 1, 2008

As a sequel to its popular PocketHotelEXPERT for Windows Mobile Operating Systems, Metromedia Software, Inc. will release late this month PocketHE for Blackberry. MSI will widen its appeal among Blackberry users which is the current favorite device of choice.

PocketHE allows Rapid Response-On-The-Go. Smartphones or PDAs, and now...Blackberrys, will display up-to-the minute guest requests and the staff assigned to them, making Managers more aware of oftentimes, fluid guest situations. The application enables the devices to behave as employee pagers, as it can also display those tasks belonging to a specific employee. The PDA approach eliminates recurring costs for, say, a NEXTEL phone. Preventive Maintenance (PM) tasks are displayed as well, eliminating paper work tickets. For Housekeeping, the PDAs can be used for room inspections.

On the technical side, PocketHE employs a small-footprint db from Sybase (known as Adaptive Anywhere Server for Windows Mobile OS, and Ultralite-J for Blackberry). This allows local Saves for later wireless or usb synchronization. One benefit of this architecture is extended battery durations.

Call 212.619.4800 for more information.

MSI Releases Web-HotelEXPERT, a Windows-Features-Rich Web Application

New York, NY
October 13, 2008

Metromedia Software, Inc. has migrated its newest version of HotelEXPERT to the .NET platform. Its Web-based transformation offers a feature-rich Windows-style application, uniquely intuitive compared to the typical Web applications offered by its competitors. The result: enhanced simplicity. HotelEXPERT delivers smooth navigation in its newly-designed screens, a marked advantage over the usual back-and-forward navigation of typical Web applications. It allows tile, cascade or layer views of simultaneously opened screens without losing while preserving the integrity of multiple transactions.
MSI employed Appeon’s, state of the art .NET migration software. In this unique project, as high as 95% of the original source code was successfully migrated. As such, prolonged testing and debugging was avoided. “We are happy to be able to pass along savings to new and existing customers. Implementation costs dive by as much as 50% to 70% compared with client-server installations,” says Val Reyes, President of MSI.

HotelEXPERT version 6.0 promotes impressive functionalities in the following areas: Rapid Response and Workflow Management, Comment Card Management & Guest Correspondence, Web Surveys, Actuated CRM and Guest Profiles, Contract Management, Dynamic Quality Assurance & Reporting, PMBuddy for Preventative Maintenance and Housekeeping Projects and Usage Driven Purchase Requisitioning. Blueprint Management is offered via FM Engineering. For mobility, PocketHotelEXPERT for Windows Mobile OS is offered. A version for Blackberry is set for release this November.



“HotelEXPERT covers all areas of hotel operations both within a single software and database – whether you are looking for that letter promising a Room Upgrade, triggering a preference for return guests, or wish to examine work done on equipment. It is unlikely, you will need workflow software other than HotelEXPERT,” says Bertrand Douxami, Director of Sales.

Call 212.619.4800 for more information.

HotelEXPERT introduces PMBuddy, PocketHE and Vocera Hands-Free Paging

Metromedia Software, Inc. (MSI) is scheduled to release three new products at next week’s HITEC Show in Orlando. The new modules - PMBuddy, PocketHE and Vocera-integrated SmartPaging - join an impressive list of intuitive modules within the popular Operations software, HotelEXPERT.

“Most PM (Preventive Maintenance) Software is too complicated to set up and use. No wonder, data in PM software are either incomplete or outdated,” says Val Reyes, President of Metromedia Software, Inc. “With PMBuddy, we hope to inject “freshness” into the PM process,” Reyes adds. “PMBuddy is so simple that a General Manager can be as adept at the PM Software as the Director of Property Operations,” Reyes says.

Early adapters include The Waldorf=Astoria which recently installed PMBuddy. Productivity Reports, as are Aging Reports, are automatically emailed by HotelEXPERT.
PMBuddy uniquely treats hotel rooms and suites like equipment, and, as such, are subjected to PM default settings which can be copied from room to room.


MSI will also demo PocketHotelEXPERT at HITEC, allowing users to view tasks on-the-run. Within a wireless network, the PDAs behave like pagers and eliminate the need for other devices to create or close tasks. PocketHE will install on any handheld device which runs Windows Mobile 5.0. In the Rapid Response area, MSI has upgraded its SmartPaging module and via Wayport access points within the hotel, HotelEXPERT dispatches to hands-free Vocera IP badges, whereupon an Employee merely speaks the command “Close” to complete any task.

Sybase Recognizes HotelEXPERT System in 2006 Innovator Awards

Sybase, a leading Database provider, recently recognized Metromedia Software, Inc. in its 2006 Innovator Awards, recently held in Las Vegas.

Metromedia Software, Inc. (MSI), developers of HotelEXPERT, finished among the top entries which included a short list of well-known brands like Mac Donalds, Avaya and NoInk. "It's rewarding for a small company like ours to rank among the Giants of American industry, with respect to software innovation," says Val Reyes, President of the Manhattan-based company.

HotelEXPERT is installed in leading hotel brands worldwide and addresses virtually all Guest-related and Operations tasking. Its recent release of the Fundamentals version expands the software's reach into a new variant of CRM software, dubbed by MSI as "Actuated CRM." Via this module, HotelEXPERT triggers recovery tasks or preference-tasking upon a guest's return to a hotel, which in turn, may engender stronger customer loyalty.

For a full copy of Sybase's Innovator Awards, click on this link: http://www.sybase.com/detail?id=1042266