Rancho Valencia Migrates to Office 365 to Strengthen Customer Service Standards

This five-star resort and spa turned to Rackspace Technology to optimize its email infrastructure and further integrate Office 365 into its daily operations.

RV Industry Travel & Hospitality Challenge

Optimize Office 365™ environment and platform to boost revenue and customer satisfaction in a unique IT industry sector.

Solutions Cloud, Email & Productivity Platforms Microsoft Office 365

Our customer

Rancho Valencia is a Forbes Travel Guide Five-Star resort and spa located on 45 rolling acres north of San Diego, CA. Founded in 2001, the privately held property employs 350 with annual revenue of $25M.

“The team took the time to understand our existing email environment, provide a plan and timeline for migrating our email server from on-prem to Rackspace exchange, and then to Office 365.”
Omid Arjomand, InfoTech Director, Rancho Valencia
RV

The obstacles they faced

U.S. hospitality is a $133 billion industry. IT services and management within the hospitality industry are different from many traditional IT models because, on top of traditional operations, hospitality IT presents many additional challenges related to guest engagement and guest services.

The way a property communicates and responds when troubleshooting, for example, is handled differently than other industries. By investing in technology applications at touchpoints throughout the customer journey, hoteliers have an opportunity to increase revenue and boost guest engagement.

When Rancho Valencia’s on-premises Microsoft® Exchange server footprint became too limited in its capabilities and unable to handle its email needs, management needed a solution.

RV

“Working with the Rackspace Technology team produced organized, transparent and clear direct communication. It was a worry-free transition. You can count on the Rackspace team to deliver on their word.”

Omid Arjomand, InfoTech Director, Rancho Valencia
RV

How we helped

The resort wanted to make the most of its Microsoft® Office 365™ environment and platform to optimize revenue and customer satisfaction. Rancho Valencia was referred to Rackspace Technology based primarily on its support availability, according to Omid Arjomand, InfoTech Director, Rancho Valencia.

“When it comes to maintaining our email platform, we needed to be able to handle guest-related issues more efficiently and with less anxiety,” Arjomand said. “The Rackspace Technology team took the time to understand our existing email environment, provide a plan and timeline for migrating our email server from on-prem to Rackspace exchange and then to Office 365.”

The resort also wanted to leverage the Office 365 environment and platform as best as possible and relied on Rackspace Technology to help it take advantage of the many tools at its disposal that management still had yet to implement.

Management also cited the promptness and reliability to effectively resolve tickets as a plus working together with Rackspace Technology.

“The Rackspace Technology team was able to adapt and respond effectively to our unique ticketing,” said Arjomand. “Rackspace Technology went above and beyond our expectations when it comes to customer service and professionalism, which we really appreciated.”

Rancho Valencia’s upgraded email platform saw a performance boost of 30%.

What we achieved together

With the help of Rackspace Technology, Rancho Valencia was able to reduce costs, improve performance and strengthen security while providing guests with a five-star digital experience. The upgraded Rancho Valencia email platform has given users a 30% faster and more secure experience than before.

The resort is also taking fuller advantage of Office 365 applications since the new email platform is now in the same Office 365 ecosystem with applications.

The improved platform is saving money as well as freeing up resources for app development. Stability, security and the ease of addressing compliance all increased, thanks to Office 365 platform tools and resources. 

“Working with the Rackspace Technology team produced organized, transparent and clear direct communication. It was a worry-free transition,” said Arjomand. “You can count on the Rackspace Technology team to deliver on their word.”

About Rackspace Technology

Rackspace Technology is the multicloud solutions expert. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimising returns into the future.

As a global, multicloud technology services pioneer, we deliver innovative cloud capabilities to help customers build new revenue streams, increase efficiency and create incredible experiences. Recognised as a best place to work, year after year, by Fortune, Forbes, Great Places to Work and Glassdoor, we attract and develop world-class talent to deliver the best expertise to our customers. Everything we do is underpinned by an obsession with our customers’ success — our Fanatical Experience™ — so they can work faster, smarter and stay ahead of what’s next.

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