Thynk Cloudがレベル1グローバルサポート認定を取得

This week, Thynk Cloud earned Hotel Tech Report’s level 1 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.

“At Thynk Cloud, we prioritize ease of use and flexibility as foundational pillars of our product strategy. Our platform is purpose-built for hospitality, and we believe that exceptional customer support is not just a necessity — it's a strategic lever to unlock value. Thynk Cloud’s support model is designed to be responsive, knowledgeable, and deeply collaborative. We’re not only resolving issues — we’re leveraging each interaction to deepen platform adoption, inform our product roadmap, and deliver measurable impact. Through proactive health checks, lean escalation paths, and integrated feedback loops with our development and partner teams, we ensure every customer is set up to succeed. Speed and reliability are our currency. By equipping our customers with the right modules, insights, and support, we enable them to act with confidence, close the right deals faster, and continually evolve with agility.” Pascal Petit, CEO @ Thynk Cloud

The below GCSC assessment outlines the verified systems and processes that Thynk Cloud has in place to educate, train, retain and support customers.

Thynk Cloud's GCSC Assessment Summary 

• Rubric Score: 24/34

• Certification Level: Level I

• Customer Orientation: Customer Minded

• Recommendation: Recommended

• Support Team Size: 6 Support team members

• Support Team Leaders: Marek Simane, head of Customer Support

• Certification Period: October 2025 - October 2026

• Support Stack: Thinkific, Salesforce, Google Forms, Jira, Google Meet

GCSC Support Rubric Section I: Pre-Emptive Support 

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 Thynk Cloud has in place for clients:

• 1.1 Online knowledge base/help center: Vendor offers a searchable help center for customers to easily find answers to common customer questions.

• 2.1 Online training videos: Vendor offers pre-recorded videos that clients can access 24/7 for self-teaching and deeper product knowledge.

• 4.2 Educational Product Webinars: Vendor provides ongoing education and training for new and existing customers/users via frequent live or recorded webinars.

GCSC Support Rubric Section II: Reactive Support 

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 Thynk Cloud has in place for clients:

• 1.2 Transparent process: Vendor has opened up their systems to Hotel Tech Report via screen share to verify their tools and processes in place to deliver customer support.

• 1.3 Email support or phone support: Vendor at least one of the traditional methods of customer support channels, email or phone support (additional channels: phone, chat, email)

• 1.4 Multi-lingual support: Vendor offers support in the languages where they have active clients (English, Spanish, French, Italian, Polish, Czech, Slovakian and Hindi). 

• 1.5 Purpose built support and ticket management tool: Vendor utilizes professional customer support software that has functionality to effectively manage support tickets, followup, escalations and analytics.

• 3.3 Contract SLAs: Vendor has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld.

• 3.5 Feature request tracking: Vendor offers the ability for clients to easily submit feature requests and has a methodology in place for escalating high priority features.

GCSC Support Rubric Section III: Customer Success & Coaching

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 Thynk Cloud has in place for clients:

• 1.7 Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction.

• 2.3 Product updates/changes (release notes/changelog): Vendor offers easily accessible robust documentation of feature updates and product improvements to educate clients on new ways to maximize usage of the product.

• 3.6 Performance reporting: Vendor offers reporting and analytics to show clients the value of the product or service.

• 3.4 Downtime Monitoring: Vendor's product uptime is monitored and verified by a 3rd party service to give transparency into product reliability to customers and prospects.

• 4.6 Learning Management System (LMS): Vendo has a Learning Management System in place that offers videos, guided trainings and assessments for customers to be able to expand product knowledge in a structured way over time.

• 4.7 Product certifications: Vendor offers certifications which allow users to have a structured path to becoming a product expert which can be leveraged in their career to strengthen their resume.

• 4.8 Online community: Vendor offers and online community for customers that allows users to engage with each other as well as targeted content in a contextualized setting to enable self-service discovery and problem solving.

GCSC Support Rubric Section IV: Customer Validation

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 Thynk Cloud has in place for clients:

• 4.11 Public Feedback Validation: Vendor shows exemplary client relationships and is a top performer on Hotel Tech Report with more than +100 verified client reviews.

• 4.12 Avg customer support rating: Vendor has outstanding customer support ratings averaging more than 4.5/5 across all client reviews.

About the Hotel Tech Report Global Customer Support Certification (GCSC)

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/