innRoad Achieves Level I Global Support Certification

This week, innRoad 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 customers across the four key pillars of the GCSC Rubric.  This includes:  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.

“The innRoad team knows how critical their software is to hoteliers and if their users are having an issue, they make sure there is always someone there, whether the client wants to pick up the phone or write to the support team. This 24/7/365 live support is expensive for companies to implement and yet innRoad offers it to all clients at no additional charge, which shows their commitment to supporting their customers. After auditing their support investments and processes from the inside and seeing everything from their meticulously well documented implementation processes to in-app tips to help users get more value out of the product, it's clear that hoteliers looking to partner with innRoad will be in good hands and well supported,” Hotel Tech Report co-founder Adam Hollander.

"Supporting our clients is always a top priority for us at innRoad. Hoteliers work 24/7 for their guests, so we want to provide 24/7/365 customer service so they can successfully run their business, no matter the time of day." Frederik Rasmussen, CEO @ innRoad

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

innRoad's GCSC Assessment Summary 

• Rubric Score: 24/34

• Certification Level: Level I

• Customer Orientation: Customer Minded

• Recommendation: Recommended

• Certification Period: August 2021 - August 2022

• Support Stack: Zendesk, Hubspot, Talkdesk, Jira, Vimeo, Salesforce

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 innRoad 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)

• 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.

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 innRoad 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.

• 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.

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 innRoad 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.

• 3.4 Managed Services: Vendor offers additional consulting and managed services to help clients maximize their usage of the product.

• 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 innRoad 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 4.6-star avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.5/5 across all client reviews.

About innRoad

innRoad is a Software-as-a-Service (SaaS) hotel software solution that seamlessly integrates property management, global distribution, bookings and marketing–all on a single, easy-to-use platform designed exclusively for independent hoteliers, small hotel chains and hotel management companies.

For more information please visit: https://partners.hoteltechreport.com/global-support-certification/