Category Archives: New Announcement

As an eZee customer, you are never alone: Read our tale of perseverance

Communication is the most important tool for any association to flourish. Right? Well, not completely. ‘Right’ communication along with persistence is the key to make yourself hear loud. This very thought has been instilled into each and every team member at eZee, helping them to tie the loose ends at every situation.

This month we have another praise worthy incident from our Cloud Deployment Engineer- Parth Pol, who successfully put forward an incredible example of diligence and patience.

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Last month, for a particular date, it was found that we had requested to update Stopsell on Premium Room for a property. However, while updating Stopsell on a leading OTA we got an error because of some server problem from their end. As a result, the Stopsell did not get updated and we received an overbooking.

As a testament, Parth sent the XML log to them stating the error that we received and the eventual consequence.

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After few days, their representative got back to us via mail saying that they are willing to refund the money, provided we tried to update the Stopsell at least “3-4 times” after getting the “blank response”.

Parth sent the screen-shot of our multiple attempts to the representative who further forwarded the issue to their NOC (Network Operations Center) team. There was no reply for many days, but Parth continued with the follow up. It took nearly 22 days for their NOC team to reply that there was no issue with their server on that particular day. In short, it was implied that there will be no case of refund in the picture. Still determined to get the issue straight, Parth replied that if the server was up then why we did not get any response from sever!

To fault anyone at this stage would have been pointless, but they showed us red light with a reply- “This is not an issue from our end.” Parth did not let this go easily. He mailed the “blank response marked in red” again and asked to find the “loophole” at their end. Also, if their server was alright then they should pass the XML logs for the same. It seems Parth had the foresight to know what would work because next day we got a call from them confirming that the refund process would be initiated. Parth relentlessly followed the case for a month and got the end result in our favour.

We have dabbled in many complicated issues over all the years, and like always, our specialized team members ensure that they are determined and equipped enough to stand as a unit with our guests whenever the need arises. While we soak in the glory of this commitment tale, our team is gaining momentum and getting ready to take up another issue.

Because, at the end of the day, all this is for a higher purpose— 100% customer satisfaction.

The time when eZee set a new benchmark of client satisfaction

When we consent our services to any guest, we encounter people from all walks of life. Some motivate to push the envelope, some shower affection, while some leave behind a story to be shared with everyone. We take back something from each experience because these multifaceted guest feedback give us the opportunity to contribute more and feel stimulated by the end of each project.

Mr. Walter, Manager at Youth Hostel Los Amigos, Guatemala, recently shared his experience of working with us. This is one tale of fine workmanship which we would like to visit again and again. When anybody mentions customer support, we expect services within the line of duty. Thanks to our customer support members, we succeeded to offer much more than usual support in the case of Youth Hostel Los Amigos.

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There was a time when Mr. Walter had a major database management problem because of machine breakdown at their end. His property was live, but there was problem with server file on the local machine. This could have incurred significant losses to him. It was almost past midnight when he approached one of the eZee support team members. Our support executive not only merged the space between professionalism and comfort, but also worked non-stop for more than 12 hours with Mr. Walter to fix the problem that was affecting the overall functionality.

In his own words:

Since there is not much space left to write about the support executive, I will take this opportunity to say that one member of eZee support team is the best i have ever encountered as far customer service is considered. He was with me for more than 12 hours supporting me and figuring out what I could do to fix my problem. If it wasn’t for him, i would’ve had many many more losses and guests would’ve not felt satisfied. I would truly give him a medal or an award for best employee of the century! There is so much more that i want to say and i know it’s been a while since they helped me out, but i promised I would leave a review because of all their professionalism and skills. A big thanks to all of you in eZee support team, you are all great!!

Amigos
Mr. Walter
Manager
Youth Hostel Los Amigos, Guatemala

A message like this reaffirms your believe in dedication and commitment. There can be hybrid shades of thoughts once you jump on the field to fix a particular problem, but what matters in the end is your ability to establish your expertise and conjointly define a human empathy that will shine through.

The experience with Youth Hostel Los Amigos has been a rewarding one, but the final toast has to be raised to the zeal with which we continue to move ahead. After all, satisfied guests are always the happy ones!

New CEO’s first e-mail to team eZee

Post announcement of the of being the new CEO of eZee Technosys here is the first email that our new leader emailed team eZee.

From: Aeijaz Sodawala
To: all@eZee
Date: 14/12/2015
Sub: Re: New CEO eZee Technosys Pvt. Ltd.

I sit here today, with a new designation “CEO, eZee Technosys”, overwhelmed by the terrific news, all I can think about my journey till here which I can sum up in just 3 lines by Robert Frost-

Two roads diverged in a wood, and I—

I took the one less traveled by,

And that has made all the difference.

I took the path not taken and today as I am embarking on this new journey I want to give you a little more insight about me and share my ideas for the future of our company.

Unlike many of my fellow mates, after graduation I didn’t take the next flight to other countries and get a monotonous 9-5 job that I would have hated; instead, I pursued my passion of business development.

I remember that night back in 2007, I was sitting on my desk with a friend and discussing regarding our future, and right then I started my research and came across eZee Technosys, that precise moment was the moment of impact in my life. The more I researched about this global hospitality solutions provider, the more certain I became about my decision. It seems like just yesterday when I came to the cabin of D-113 for the interview with Hitesh and Vipul, where Hitesh was talking to me while Vipul was busy on the laptop interacting with a client. That is what strikes me even now, Vipul is still working with the same energy that he had 7 years ago which is not Vipul’s energy but it is the energy of eZee and it is contagious. I too caught it very soon and every day I see that energy shared by each member of eZee.

It is an incredible honor for me to lead this dynamic team of very talented individuals like yourself and serve this incredible organization.

Over the time, you will notice many changes in the company, however, I assure you that our core values would remain the same. We have always provided the most innovative solutions to our clients and we will continue delivering  the best. I have said it before and I will say it again we can only progress if our clients are truly satisfied with our service. In the upcoming future, our core focus would be working on bringing customer delight and offering them the best user experience possible.

To achieve this goal, I need each of you to contribute passionately, put your best efforts on the table and have fun with your work. Do remember without the passion there will be nothing that can drive you and without you, there will be nothing for me to drive. I know I can count on you and together we will definitely take eZee to incredible heights. Once again quoting Robert Frost-

But I have promises to keep,

And miles to go before I sleep

One last thing, just to remind you that at eZee we have always welcomed new ideas and I am eager to learn more about your new ideas for eZee’s bright future.

My doors are always open for you.

Aeijaz.

Team eZee welcomes new CEO with a small gift

On 7th November 2015, during eZee’s 10th Annual General Meeting the Co-founder of eZee Mr. Hitesh Patel announced the shuffle in Executive management with the appointment of Aeijaz Sodawala as the new CEO.

After 7 years in progressive leadership roles under the top management, most recently as COO, Mr. Aeijaz Sodawala will officially step up to the role of CEO from January 2016.

When our new CEO might have learned about the big news, he must be feeling something like this

Reaction to announcement

Image credit: Giphy.com*

Aeijaz joined eZee in 2008 and since then he has an upright track record of working closely with every department in the company, playing a significant role in evolving the company’s framework. Including the former CEO- Hitesh Patel, the entire board unanimously selected Aeijaz to succeed Hitesh as the new CEO, while Hitesh will move to his role of Managing Director.

At eZee’s 10th AGM, we all witnessed Hitesh passing down the leadership to Aeijaz

Passing the legacy

Post announcement, some words by eZee board members.

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Under his supervision as the COO (Chief Operating Officer), eZee’s caravan has increased to more than 110 employees and still counting. His future plans include putting maximum emphasis on enriching the client experience while boosting workplace environment and building the team spirit. The change in leadership is also expected to result in a momentous global expansion of brand eZee along with a substantial growth in company revenue.

Future Opportunities

Some inspiring words from man of the hour: Mr. Aeijaz Sodawala

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*Please contact us if there is any issue about the image.