Case Study: Edwardian Group London achieves 87.5% guest satisfaction and 45% more interactions with Alvaria

Edwardian Group London - Customer Case Study

Edwardian Group London (EGL) is a luxury hospitality operator with 14 owned properties—12 in London—serving over 1.2 million guests annually and a 150‑agent contact centre. Faced with growing customer demand for non‑voice channels and the need for a more flexible, scalable communications platform and efficient workforce planning, EGL sought to modernise communications and reduce the time and cost of managing fluctuating staffing levels.

EGL implemented an integrated solution combining Skype for Business with its Alcatel PBX, Aspect Unified IP for multi‑channel engagement (email, SMS, web, social, IM and voice) and Aspect Workforce Management for accurate forecasting and scheduling. The change enabled overflow to home workers, simplified agent administration and improved first‑contact resolution; interactions rose 45% to 8,000/week, guest service levels hit 87.5%, inbound conversion climbed from 18% to 39.8%, projected turnover fell from 40% to 13%, and employee satisfaction increased from 3.5/5 to 4.09/5.

Edwardian Group London

Michael Mrini

Director of Technology