Case Study: Peninsula Hot Springs achieves unified cloud communications and faster bookings with Mitel

Peninsula Hot Springs - Customer Case Study

Peninsula Hot Springs, an award‑winning geothermal day‑spa that grew to four sites and about 350 staff, was hampered by a decade‑old on‑prem telephony system. Frequent dropped calls, no chat or softphone options, and a lack of integration across voice, email and social channels meant staff often made multiple triage calls or physically located colleagues to handle customer queries, driving up delays, maintenance costs and operational risk—especially during peak periods and COVID‑19.

Working with Mitel and channel partner EDV, PHS deployed MiCloud Flex, a geo‑redundant cloud platform providing unified voice, email, chat and social communications, softphones, and analytics with CRM integration. The single‑pane solution improved staff reachability, simplified call flows, sped up bookings, reduced email‑handling overheads, and delivered resilience and operational insights to support ongoing growth.

Peninsula Hot Springs

Heather Pearce

Systems Implementation Officer