Evolve IP, a cloud communications provider, has partnered with Travel & Hospitality Managed Service Provider IT Naturally to update the communications infrastructure of the Nirvana Spa Collection. The collection includes Nirvana Spa, West Court Retreat, Nirvana Health, and Pulse 8 Gym, and undertook a project to modernise its existing telephony systems.
Faced with a deadline to move away from a legacy telephony platform, the Nirvana Spa Collection required a supported cloud-based solution to maintain day-to-day operations across its spa and hotel services.
The two companies worked together to extract and review legacy call flows, extensions, and user data to support continuity during the change. A call routing structure based on skill-based distribution was introduced to help manage calls across spa and hotel teams.
Through the partnership, IT Naturally’s hospitality clients were given access to Evolve IP’s technical capabilities. The Nirvana Spa Collection handles around 600 customer calls per day related to bookings, spa services, and general guest support, making continuity of service an important consideration during the transition.
The migration was completed without telephony downtime. The organisation moved from six on-premises servers and a non-supported PBX system to a cloud-based platform, with the aim of improving reliability, compliance, and scalability.
The updated system also introduced cost efficiencies through revised licensing and removed the need to maintain older infrastructure. It was designed to provide flexibility for future operational growth.
Overall, the project focused on aligning the communications system with operational workflows so that spa, hotel, and guest service teams can coordinate more effectively while maintaining service continuity.
