Intelity Manages the Premier Hotel Guest Experience Platform Across Android Tablets and iPads with Esper

Premier hotel technology provider Intelity faced a challenge: An extensive array of Android and iOS tablets deployed in different hotel environments to manage. Intelity sought a solution to streamline device management and remain competitive in an ever-changing hospitality industry.  One that simplified operations, enhanced device management practices, and ensured consistent performance across all of its various hardware. The answer came in the form of Esper's device management platform.

Intelity's System Implementation Engineer, Patrick Williams, described the complexity of their operations: "We have different tablets from different manufacturers, and every hotel is unique." This diversity posed challenges in maintaining uniformity and reliability across their device fleet. As they navigated issues such as software updates that could disrupt service, the need for a robust management solution became evident. For instance, an iOS update had inadvertently broken functionality for some devices, highlighting the urgency for a more controlled approach to update management.

Esper's platform offers Intelity the tools necessary to tackle these challenges effectively. One standout feature is Blueprints, which allows Intelity to define a desired state for each group of devices. This means that when issues arise, such as the problematic iOS update, the team can quickly block updates until they implement a fix. "Once I figured it out, I was able to go in Esper (console) and update the blueprint to block the update to those devices until we had a fix," shared Williams. This level of control ensures that each hotel can maintain its unique configurations without risking operational disruptions.

The concept of drift management further enhances Intelity’s ability to monitor device status. Drift refers to any deviation from the desired state set in a blueprint. When devices stray from this state, it signals a problem that requires immediate attention. "It's very lovely when I look at it; I know each device is in that same state," explained Patrick. This proactive monitoring allows for swift remediation, ensuring that all devices remain in optimal condition with no on-site intervention.

Another significant advantage for Intelity is Esper’s ability to facilitate controlled software deployment. Esper enables Intelity to test updates on a small pilot group before rolling them out to their entire fleet. Silvio La Frossia, Systems Engineer at Intelity, emphasized: "We still need to test a little bit, make sure that first part is fine, and then release it to the rest of the fleet." This careful approach minimizes risks associated with widespread updates, ensuring  they can address any potential issues before impacting all users.

The partnership with Esper not only improves operational efficiency but also empowers Intelity’s team to focus on higher-value tasks rather than troubleshooting minor issues. With many smaller hotels that may not have dedicated IT support capable of managing complex device ecosystems, Intelity can monitor and manage devices remotely without burdening hotel personnel. "The average hotel doesn't have it [onsite technical support] unless you're a large brand hotel. And so it helps us a lot that we can troubleshoot without having to bother somebody at the hotel," noted Patrick.

As Intelity continues to grow and adapt to new technologies within the hospitality sector, the collaboration with Esper positions them for future success. Esper's advanced features provide Intelity with the flexibility needed to cater to various client requirements while ensuring consistent service delivery across all properties and heterogeneous device fleet.

Through its partnership with Esper, Intelity’s device management strategy transitioned from reactive troubleshooting to proactive monitoring and control. By leveraging Esper's innovative solutions, Intelity enhances operational efficiency and elevates the overall guest experience in an increasingly competitive hospitality landscape. As they look ahead, the company is well-equipped to navigate future challenges and continue delivering exceptional service to their clients.

The device management landscape is transforming rapidly, especially for business-critical devices like point-of-sale systems and kiosks. If you enjoyed Intelity’s story and are ready to elevate your own device fleet to stay ahead of these changes, catch the full webinar here for key insights and strategies.