Case Study

Peabody Achieves Unbeatable ROI & Efficiency Delivered on a Single Platform

The Peabody Memphis,
Tennessee, United States
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When The Peabody asked their legacy software provider about integrating guest messaging into the solution, the provider suggested adding complications by bringing in a separate company – at an extremely high cost – to handle this function. When staff frustration reached its peak, Ryan Lancaster began searching for a replacement solution it was clear that ALICE was the solution for them and they switched to the all-in-one hospitality operations management platform in December of 2020.






Min. Standard

The Challenge

Antiquated Software Yields Lackluster Results

Serving the property's 464 hotel rooms, The Peabody staff of 373 employees strives to uphold the 15-minute standard for resolving guest issues.

When this standard became increasingly difficult to execute, Ryan Lancaster - Director of IT at The Peabody Memphis - decided to re-evaluate their legacy task management software.

Ryan noted that the outdated software was cumbersome for staff and failed to integrate efficiently with existing devices. These issues resulted in delayed service. When faced with a technology service that "can't do this" and "won't do that", The Peabody began searching for a replacement solution.


Can't and Won't are four-letter words in the hospitality industry. And those aren't words I can accept."

Ryan Lancaster
Director of IT, The Peabody Memphis

ALICE helps every associate in our hotel do their job in a timely manner. Anything that reduces steps and gets an associate in front of the guest, fixing the problem, is a clear win.

Ryan Lancaster
Director of IT, The Peabody Memphis
ALICE Platform Product Dashboard

The Solution

Full ALICE Suite by Actabl

As Director of IT, Ryan Lancaster focused on 8 questions when choosing a new hotel operations provider - quickly identifying specific benefits of each option and identifying whether or not they aligned with The Peabody's specific technology needs.

The answer? It was clear that ALICE was the right solution and partner - offering advanced functionality, active iteration rate, low cost, and staff collaboration across all hotel departments. The Peabody Memphis switched to the all-in-one hospitality operations management platform in December of 2020.

The Results

Efficient Customer Service Team 

> Full ALICE Suite of products: Guest Messaging, Guest Services, Housekeeping, and Preventative Maintenance that all directly tie into Service Delivery

> Two-way integration with The Peabody’s Oracle OPERA PMS

> Responsive customer service team - enthusiastically empowering The Peabody’s team to leverage ALICE in the most efficient way.


When I look at the feedback surveys we get, they've gone up. The better reviews we get, the higher rate we can charge. It's just simple mathematics.

ALICE is one of the most cost-effective pieces of software that we have in the building. We can’t even add up all the money that we’re saving.

Ryan Lancaster
Director of IT, The Peabody Memphis

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