Oracle Customer Success — Oakwood Asia Pacific Ltd.
Oakwood Asia Pacific Gains Ability to Easily Manage Apartment Rental Billing, Responds Faster to Market Demands, and Delivers Superior Guest Service
ShareWe considered other vendors but only Oracle Hospitality Suite8 solutions provided us the flexibility to create long-term apartment rental billing based on customer needs. We also gained a comprehensive view of properties’ performance across geographies and delivered superior customer experience.
Oakwood Asia Pacific Ltd. is one of Asia’s leading serviced apartment brands, offering a portfolio of award-winning properties with distinct levels of service and designs to cater different lifestyles and guest needs. As a subsidiary of Oakwood Worldwide, it also has access to an extended global network of housing solutions across 85 countries. Its goal is to match the right serviced apartment solutions with long-stay guests by offering an apartment with the combined comfort of a spacious private home and hotel service.
Oakwood Asia Pacific manages 33 properties in Asia Pacific and Japan and plans to triple its portfolio by 2020 by continuing to provide innovative services and increasing customer satisfaction.
Challenges
- Integrate disparate property management systems (PMS) and point-of-sale (POS) systems across multiple countries, such as India and Japan, into a single platform to monitor property performance, such as occupancy rates, and respond rapidly to changing market demands
- Gain ability to easily manage complex apartment rental billing for long-stay guests and meet customer requests, such as generating an invoice based on the company requirements for an executive traveler
- Support future expansion to new opening properties by providing an easy to use PMS for users, such as front office associates, and enabling staff to quickly transition into operation
Results
- Improved service quality by gaining the flexibility to easily configure apartment rental billing based on individual traveler or corporate accounting requirements, such as detailing the cost breakdown by nightly, weekly, or monthly stay
- Increased revenue opportunities by providing a comprehensive view of properties performance across all countries and enabling faster response to market demands, such as offering special rates for Tokyo Premier properties due to influx of travelers to Japan
- Enhanced customer experience by enabling staff to focus on delivering personalized service to the customer journey rather than spending time to fix bills or other issues by using a single Oracle Hospitality Suite8 solution to simplify property management and ensure consistent processes across geographies
- Delivered superior guest service by posting transactions, such as phone calls or internet usage, directly into the front office system and billing system and enabling staff to quickly generate guest bills without delay, thanks to a full integration of Oracle Hospitality Suite8 functionalities—including accounting, property back office, internet posting, and key services, and Oracle Hospitality Suite8 Property POS Interface
- Gained ability to separately handle security deposit and long-term leasing prepayment by configuring rates and calculating room revenue based on local accounting and taxation regulations with Oracle Hospitality Suite8 Property Alternate Rental and Billing
- Enabled faster preparation of the annual budget for owners and supported better decisions—such as forecasting occupancy rate—by allowing users to rapidly create standardized reports with a dashboard capability
- Reduced orientation time for new staff members by using an intuitive Oracle Hospitality Suite8 solution and enabling users to easily manage the system and transition to a new property location
We selected Oracle Hospitality Suite8 solutions over other vendors because of its integration capability and reputation in the market. Oracle Hospitality is also the only solution that could offer long-stay apartment rental billing function, which is critical for us.
Execution
Oakwood Asia Pacific installed Oracle Hospitality Suite8 solutions across new properties in Japan and India. With assistance from Oracle, it completed the entire project, from installation to training, in just three weeks.
Oakwood Asia Pacific will continue to integrate all existing properties into Oracle Hospitality Suite8 over the next few years. It rolled out the solutions to nine new opening properties in 2016 and plans to roll out to five new properties in 2017.