This week, eRevMax earned Hotel Tech Report’s Level I Global Customer Support Certification (GCSC) for its investments into tools, processes and strategies to ensure the ongoing success of its customers across the four of the key pillars of the GCSC Rubric including: pre-emptive support, reactive support, coaching and customer validation.
The Hotel Tech Report GCSC certification program analyzes software vendors along critical dimensions of customer support infrastructure in order to help hoteliers minimize risk and maximize positive outcomes when selecting technology partners. In order to become certified, companies must open their internal systems to Hotel Tech Report for assessment along HTR’s rigorous 34-point GCSC Rubric.
“eRevMax’s approach to customer support and success is extremely unique in that rather than a shotgun broad approach they have taken a much more targeted and segmented one. On the backend their escalations, assignments, prioritization and tracking are extremely well mapped out and thought through. And from an end user perspective the entire support system can be accessed at their fingers tips. If you have a feature request, its one click away. If you have a question about a feature, click the help button and targeted knowledge base articles pop up intuitively. If you want to dig deeper into data, you instantly find dynamic tooltips with explanations and recommendations behind the numbers. The eRevMax’s support tools, team and processes are exceptional and any hotelier that chooses to partner with them can rest assured that they will be in good hands”
Co-founder, Hotel Tech Report
“We are glad to receive HTR’s Global Customer Support Certification, which has become an industry benchmark. The certification goes on to recognize our commitment to our customer success processes. RateTiger products and services are built with a hotel-first approach. We understand the technology criticality and need for hotels to have a simple platform for managing key business processes. Hence our products and customer support initiatives are geared towards helping hotels maximize profits from every room sold and leverage new sources of revenue. Our customer success processes are unique and we believe in ongoing technology investment in order to continue offering our hotel partners with world-class products and support, which has led to solid and stable revenue growth for our clients over the years.”
SVP Operations, RateTiger - eRevMax
The below GCSC assessment outlines the verified systems and processes that eRevMax has in place to educate, train, retain and support customers.
The Pre-Emptive support pillar of the GSCG Scoring Rubric audits the tools and processes the vendor has in place to provide customers with easy access to self-help resources. These self-help resources serve as a basis to offer easy troubleshooting as well as to preempt answers to product related questions before they arise providing a more intuitive and seamless experience for clients. The following are the rubric items that Hotel Tech Report has verified that eRevMax has in place for clients:
The Reactive Support Pillar assesses the company's responsiveness to clients and their ability to resolve issues quickly when they arise ensuring prompt response and service to clients. The following are the rubric items that Hotel Tech Report has verified that eRevMax has in place for clients:
While keeping customers happy is commonly thought of by software companies as the top priority, keeping them well informed is of equal importance. The third pillar of the GCSC Rubric identifies the key ways that vendors inform, educate and train their customers to realize successful outcomes with their products. The following are the rubric items that Hotel Tech Report has verified that eRevMax has in place for clients:
The GCSC’s 34-point rubric and Hotel Tech Report’s verification of internal tools and processes validate the vendor's systems in place; however, the validation of the success of these tools and processes can most significantly be validated by the unbiased perspectives of real hotelier customers. This pillar looks at unbiased verified client reviews and satisfaction scores to validate that the processes in place are working in the eyes of customers based on their satisfaction ratings. The following are the rubric items that Hotel Tech Report has verified that eRevMax has in place for clients:
Support is one of the most critical aspects of the vendor selection process and yet historically there has never been a way to know the quality of a company’s support, until now. Using Hotel Tech Report’s proprietary framework, companies are assessed along four key dimensions: pre-emptive support, reactive support, coaching/success and client validation to provide hoteliers unprecedented levels of transparency to more easily identify top technology partners.
For more information please visit: https://partners.hoteltechreport.com/global-support-certification/Strategic Doer, MiWell Nordic
Director of Sales & Marketing, Wyndham New Yorker Hotel
E-Commerce Manager, Grupo Presidente, Mexico
Director of Revenue Management & Distribution, NH Hotel Group China
General Manager at The Charles Hotel