Atomize Achieves Level I Global Support Certification

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This week, Atomize 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.

“Atomize has focused on building a self-serve automated product but their support team is always accessible to clients if they need help.  With an average support rating of 5/5 from 75+ verified client reviews, it's clear that their system is working.” Hotel Tech Report co-founder Adam Hollander.

"The hotel industry is the most service minded industry out there. It is in the DNA to serve guests beyond expectations. Consequently; to serve hotels as a technology vendor, it is imperative to set customer service first. True customer service cannot however be achieved by a department, it needs to include the entire company which is a receipt of the overall company culture." Alexander Edström, CEO @ Atomize

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

 

Atomize's GCSC Assessment Summary 

  • Rubric Score: 18/34

  • Certification Level: I

  • Customer Orientation: Customer Minded

  • Recommendation: Recommended

  • Support Team Size: 3

  • Support Team Leader: Richard Harmon - Global Client Success and Support Manager

  • Certification Period: February 20, 2020-February 20, 2021

  • Support Stack: Atlassian, Hubspot, Google Sheets

 

 

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 Atomize 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.

  • 3.2 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)

 

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 Atomize 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

  • 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.

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

  • 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 Atomize has in place for clients:

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

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

 

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 Atomize has in place for clients:

  • 3.7 Public Feedback Validation: Vendor shows exemplary client relationships and is a top performer on Hotel Tech Report with more than 50+ verified client reviews.

  • 4.12 4.5-star 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

Atomize is the new rising star within the field of Revenue Management. Headquartered in Sweden, Atomize help hotels around the globe to maximize their revenue, by automatically set the optimal price, down to per room type. Atomize is used in more than 40 countries, across five continents, by hotel properties in the wide range from 40 to 1250 rooms. Atomize is set to be the world leader in Automatic Revenue Management.