Despite handling over 600 customer calls per day, the business successfully implemented a new cloud communications platform with zero service interruption, protecting both revenue and customer experience.
Evolve IP, leading cloud communication provider partnered with Travel & Hospitality Managed Service Provider IT Naturally. Working together to support the luxury brand which comprises of a Nirvana Spa, West Court Retreat, Nirvana Health & Pulse 8 Gym, they took on the task of transforming The Nirvana Spa Collection’s legacy telephony systems throughout the business.
With a defined deadline to transition from its existing telephony platform, The Nirvana Spa Collection required a resilient, fully supported cloud solution capable of maintaining seamless service continuity across its spa and hotel operations.
Protecting Customer Experience During Critical Change
Working collaboratively, IT Naturally and Evolve IP rapidly extracted and analysed legacy call flows, extensions and user data to ensure operational continuity. A redesigned intelligent call routing structure was introduced, enabling faster, skill-based call distribution across spa and hotel teams.
This recent partnership brought IT Naturally’s exclusive hospitality customers into the hand of Evolve IP’s unique hospitality technical offering. Helping them transform customer communications. The Nirvana Spa Collection handles approximately 600 customer calls per day - many directly linked to bookings, spa services and guest experience - any interruption would have posed significant commercial and reputational risk.
“In hospitality, every missed call is a missed opportunity. This project demonstrates how the right cloud communications strategy can protect revenue, enhance guest experience and create a more resilient operational foundation - even under significant time pressure.”
Paul Harrison, Managing Director, Evolve IP
Zero Downtime, Immediate Impact
The transition was completed with zero telephony downtime, protecting revenue and maintaining uninterrupted customer service.
By migrating from six aging on-premises servers and an unsupported PBX environment to a fully supported cloud platform, the Nirvana Spa Collection has significantly improved reliability, compliance and scalability.
The new system also delivers cost efficiencies through optimised licensing and the elimination of legacy infrastructure maintenance, while providing long-term flexibility to support growth across the business.
“This was about more than replacing a system. It was about designing a communications environment around real operational workflows - ensuring spa, hotel and guest services teams could collaborate efficiently while protecting customer experience.”
— Richard Gardner, CEO, IT Naturally
“In the space of only a few weeks, we were able to replace our entire telephony platform without a single minute of downtime. The collaboration and speed of delivery were exceptional, and the new system has already improved how we manage guest communications.”
— Paul Berlelmont, Head of Technology, Nirvana Spa Collection