Profitroom Achieves Level III Global Support Certification

This week, Profitroom earned Hotel Tech Report’s level III 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.

“Typically on certification verification calls our team walks through each criteria line item on the rubric and guides the process but with Profitroom, we almost didn’t need to say a word because their support team was so calculated, prepared and articulate and it shines through when you see behind the curtain of their support operations. The Profitroom's approach to support and customer success can be boiled down to two simple principles which are (1) invest heavily in tools, processes and resources to make sure customers can easily access any and all information they need on demand and (2) make sure to be available for customers that can't find what they're looking for. While these two concepts sound simple they are extremely difficult to implement and execute but Profitroom makes it look easy. From first interaction with customers to get them trained and setup for success through ongoing coaching calls any hoteliers that are considering Profitroom can rest easy knowing that they will have more than just a great product, they'll have a world class long term partner,” Hotel Tech Report co-founder Adam Hollander.

"At Profitroom we believe that client success makes us one of the leading companies in the Hotel Tech industry. We have over 40 people offering pro-active support to our clients around the world. We always care most about increasing the performance of our clients. Well organised and fast resolving tickets customer support is a key part of our mission. By being the perfect technical partner, we are helping hoteliers regain control of their business; increasing revenue and improving the loyalty of their guests." Krzysztof Grz?da, CEO @ Profitroom

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

Profitroom's GCSC Assessment Summary 

• Rubric Score: 30/34

• Certification Level: Level III

• Customer Orientation: Customer Centric

• Recommendation: Highly Recommended

• Support Team Size: 40

• Support Team Leaders: ?ukasz Wi?cek, Support Manager and Zuzanna Nawrocka, Support Team Leader

• Certification Period: August 2021 - August 2022

• Support Stack: Zoho Desk, Zoho Survey, Zoho SalesIQ, Beamer, Google Data Studio, Google Docs, TalentLMS

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 Profitroom 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)

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 Profitroom 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 (Polish, English, German, Czech, Spanish

• 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.

• 3.3 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 Profitroom 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.

• 4.6 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.

• 4.7 Product certifications: Vendor offers certifications which allow users to have a structured path to becoming a product expert which can be leveraged in their career to strengthen their resume.

• 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.

• 4.10 Customer conference: Vendor produces an in-person or online user conference to build a community, share product updates and educate users on best practices.

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

About Profitroom

Rapid increase of your profits. Guaranteed! Profitroom is the leading provider of SaaS technology and hotel marketing services for hotels and apartments. We are on the market since 2008. From the very beginning, we have been creating products that support the increase of hoteliers’ profits. We also advise how to choose the most effective communication channels and how to formulate the message in order to get the optimal results of marketing campaigns. Our products and services are created thanks to many years of cooperation with hundreds of hotel industry experts and this is why they perfectly meet the specific requirements and expectations of the users.

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/