Book4Time Achieves Level I Global Support Certification

This week, Book4Time 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.

?Book4Time is used by many of the world?s leading hotel brands to run their spa operations from Four Seasons to Belmond and their support team has mirrored its operations to meet and exceed the service expectations of these luxury brands.  The Book4Time team has invested heavily to deliver a dialed onboarding experience to first class 24/7/365 phone support all the way through educating their partners of how to run a more efficient spa operation with their Spa Leader Masterclass which all serve to ensure that hotels who choose to partner with Book4Time are in great hands with an outstanding partner who has their long term interests in mind,? Hotel Tech Report co-founder Adam Hollander.

"At Book4Time customer service isn?t just a department, it?s a company mindset and engrained in the culture and purpose of our company.  Our product support is available 24/7 live to speak with any customer in over 95 countries we support." Roger Sholanki, CEO @ Book4Time

The below GCSC assessment outlines the verified systems and processes that Book4Time has in place to educate, train, retain and support customers.

Book4Time's GCSC Assessment Summary 

• Rubric Score: 26/34

• Certification Level: I

• Customer Orientation: Customer Minded

• Recommendation: Recommended

• Support Team Size: 25

• Support Team Leaders: Geoff Kent, Vice President Customer Success

• Certification Period: November 2022 - November 2023

• Support Stack: Madcap Flare, Zendesk, Jira, Aha, Survey Monkey, Pendo, Docusign, Qlik, Powerpoint, Zoom, Youtube

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 Book4Time 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.

• 4.1 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 Book4Time 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, Mandarin)

• 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.

• 4.4 24/7 support availability: Vendor offers 24/7 support to clients for around the clock assistance.

• 4.5 Verified Contract SLA monitoring: Vendor has SLA terms fully integrated into their customer support software that has automatic notifications ensuring that SLA's 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 Book4Time 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.

• 2.4 Quarterly success check ins: Vendor offers [at least] quarterly customer success check ins to review progress, share best practices and ensure that clients are successful and happy with the product or service.

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

• 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.

• 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 Book4Time 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-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 Book4Time

Book4Time is a global provider of a cloud-based all-in-one management solution for Spa and Wellness businesses in over 100 countries. Founded in 2004 by Roger Sholanki, and named one of PROFIT 500 Canada's Fastest Growing Companies, Book4Time is a Canadian company and the preferred solution to several of the world's largest and most prestigious spa  and wellness brands on a global scale, operating in over 100+ countries, with a market reach of over 20 million consumers, and managing more than $1.5 billion in annual transaction volume.

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/