One regional hotel group with sixteen properties was facing a clear operational risk: the upcoming ISDN switch‑off and the end‑of‑life status of their analogue telephone systems. Without intervention, their ability to take reservations, handle guest enquiries and maintain service standards would have been affected. The project was more complex than a typical telephony refresh, as each hotel’s phone system was integrated with its Property Management System and legacy call‑accounting tools.
TMB stepped in to design and deliver a modern, resilient communications platform. We migrated each site to a secure, cloud-hosted IP PABX built on the industry-leading 3CX platform fully integrated with their PMS and centralised call accounting. An SD-WAN overlay improved bandwidth, resilience and voice quality across the estate.
Practical decisions were made to minimise disruption. Existing analogue guest handsets were retained to avoid unnecessary recabling and to ensure continuity for guests. The rollout was delivered in phases to prevent any downtime during operationally sensitive periods such as check‑in and check‑out. Pre‑deployment surveys, detailed coordination and close collaboration with hotel staff ensured each transition was managed smoothly.
By the end of the project, the customer eliminated the risks associated with ISDN, gained centralised management, plugged seamlessly into modern hotel platforms and unlocked headroom to grow. The outcome was a resilient, scalable voice network that reduced costs, improved performance and aligned with the group’s sustainability objectives. The customer also noted that TMB operated as an extension of their team, responding quickly to issues and ensuring call availability at all times.
With call costs reduced and service reliability improved, the internal IT team was able to redirect time towards innovation and guest‑facing initiatives rather than day‑to‑day telephony issues. The impact was visible not only in performance metrics but in staff feedback and guest comments, demonstrating how modern communications directly support service quality. The group is already exploring the next phase of innovation.
