Pace Becomes First RMS to Achieve HTR's Global Customer Support Certification

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This week, Pace earned Hotel Tech Report’s Global Customer Support Certification (GCSC) for its investments into tools, processes and strategies to ensure the ongoing success of its customers earning the Level I certification with strong scores 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.

 

“In most cases startups think they don't have the time or resources to really focus on customer support and success because product and growth are king.  The smart ones know that taking the time to implement essential tools and processes to help their customers succeed can be a major differentiator and catalyst for success.  While the Pace team continues to rapidly develop their product and grow their install base, in tandem they continue to focus on and invest in new ways to make sure their customers succeed focusing heavily on detailed on-boarding, regular checkin touchpoints and on-demand real time free support.” Hotel Tech Report co-founder Adam Hollander.

"Here at Pace, our team is called Customer Success rather than support. This is because we believe that customers should be our partners rather than simply clients and thus, it is important for us that we improve our partners performance in any way we can. The success team's work goes beyond typical support function, by advising and consulting the clients in all revenue matters alongside maximising their success with the Pace App.." - Jens Munch, CEO @ Pace.

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

 

Pace's GCSC Assessment Summary 

  • Rubric Score: 22/34

  • Certification Level: I

  • Customer Orientation: Customer Minded

  • Recommendation: Recommended

  • Support Team Size: 3

  • Support Team Leaders: Minna Vaisanen, VP of Customer Success

  • Certified Since: September 9, 2019

  • Valid Through: September 9, 2021

  • Support Stack: Intercom, Typeform, Pingdom

 

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 Pace has in place for clients:

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

  • 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.

  • In-app 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 Pace has in place for clients:

  • 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.

  • 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)

  • Multi-lingual support: Vendor offers support in the languages where they have active clients 

  • 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.

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

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

  • Responsive to Feedback: Vendor is responsive to customer feedback and has responded to at least 25% of reviews left on Hotel Tech Report.

 

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 Pace has in place for clients:

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

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

  • 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.

  • 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.

  • 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 Pace has in place for clients:

  • Public Feedback Validation: Vendor shows strong client relationships with more than 25 verified client reviews.

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

  • 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

Imagine knowing what every booking curve will look like ahead of time. Pace gives you the ability to forecast booking curves for each night, room-category and segment. This means that you are alerted to unusual patterns as soon as they happen and can respond immediately.