Amenitiz Achieves Level I Global Support Certification

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This week, Amenitiz earned Hotel Tech Report’s Level I Global Customer Support Certification (GCSC) for its investments in tools, processes and strategies to ensure the ongoing success of its customers across four key pillars of the GCSC Rubric: 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 to help hoteliers minimize risk and maximize positive outcomes when selecting technology partners. To become certified, companies must open their internal systems to Hotel Tech Report for assessment along HTR’s rigorous 34-point GCSC Rubric.

“Amenitiz has built a really beautiful and easy-to-use product and their customer support and success operation reflect the level of care that they put into the usability of their product. From interactive onboarding checklists and extensive video tutorials to their multi-lingual help center and proactive customer health monitoring — hotels that choose to partner with Amenitiz can rest assured that they will be supported well by the team,” said Hotel Tech Report co-founder Adam Hollander.

"At Amenitiz, we truly believe that exceptional support makes a significant difference in our industry. Customers in the hospitech SaaS space are often used to poor support and a lack of service. We've recognized this as a major opportunity to delight them by choosing Amenitiz." commented Alexandre Guinefolleau, CEO of Amenitiz.

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

 

Amenitiz's GCSC Assessment Summary 

  • Rubric Score: 24/34

  • Certification Level: Level I

  • Customer Orientation: Customer Minded

  • Recommendation: Recommended

  • Support Team Size: 54

  • Support Team Leaders: Sergi Mendez, VP of Care

  • Certification Period: December 2023 - December 2024

  • Support Stack: Zendesk, User Pilot, Loom, Planhat, Live Ramp, Workramp

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 Amenitiz 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.

  • 3.1 In-app guided tours: Vendor offers in-app guided tours that are embedded within their interface to provide coaching and education for users to organically discover and easily access while using the product.

  • 3.2 Tooltips: Vendor offers helpful tips and hints presented when users hover over buttons and UI elements in the interface. (min of 10 in-app tooltips)

  • 4.1 Implementation documentation/roadmap: Vendor offers clients a visual map of the steps, processes, and stakeholders upon onboarding to ensure that all stakeholders are aligned to make the implementation process more seamless.

  • 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 Amenitiz 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 (FR, IT, ES, EN, PT)

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

  • 2.2 Live Chat support: Vendor offers website or in-app live chat as an alternative customer support channel.

  • 4.5 Verified Contract SLA monitoring: Vendor has SLA terms fully integrated into their customer support software that has automatic notifications, ensuring that SLAs are monitored and upheld.

 

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 Amenitiz 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.

  • 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.

  • 4.9 Dedicated customer success monitoring software: Vendor utilizes dedicated customer success software to monitor product usage and coach users to succeed with the product.

 

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 Amenitiz has in place for clients:

  • 2.6 Public Feedback Validation: Vendor shows exemplary client relationships and is a top performer on Hotel Tech Report with more than 25 verified client reviews.

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

  • 4.13 Vendor Confidence: The vendor has revealed their private internal customer satisfaction scores to Hotel Tech Report showing high degrees of confidence in their support infrastructure and outcomes which can be a strong indicator of transparency and positive vendor-client relationships.

 

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/

About Hotel Tech Report

Hotel Tech Report is the world's top destination for hotel technology discovery where more than 250,000+ hoteliers come each month to discover, vet and learn about digital tools and strategies to run and grow their businesses.