RevControl Achieves the Global Customer Support Certification (GCSC)

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This week, RevControl 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.

 

“When we first started the process of developing the customer support certification, RevControl didn't have a lot of the rubric processes in place but what's been amazing to see is just how seriously the team has taken professionalizing their support operation.  In a matter of a few short months, the RevControl team has leveraged the GCSC rubric as a support roadmap and since they've not only planned but fully implemented processes including a knowledge base, video tutorials, livechat support and customer satisfaction monitoring showing the speed and agility of the team and how seriously they take the success of their customers." Hotel Tech Report co-founder Adam Hollander.

"We built our product to solve our own needs as a hotel company and as hoteliers we know just how important service is. We've leveraged the GCSC Certification Rubric as a roadmap to further deepen our skillset and offering when it comes to customer support and are both honored and appreciative to be able to receive external recognition for our efforts and investments.  We are really proud of the growth we've had in the past few months and see this as just the beginning as we continue to find new ways to deepen our tools and processes to help our customers succeed." - Edwin Leenheer, Director of Operations @ RevControl

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

 

RevControl's GCSC Assessment Summary 

  • Rubric Score: 17/34

  • Certification Level: I

  • Customer Orientation: Customer Minded

  • Recommendation: Recommended

  • Support Team Size: 3

  • Support Team Leaders: Edwin Leenheer, Director of Operations

  • Certified Since: September 17, 2019

  • Valid Through: September 17, 2021

  • Support Stack: Freshworks, Freshchat, Freshdesk

 

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 RevControl 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.

    • Online training videos: Vendor offers pre-recorded videos that clients can access 24/7 for self-teaching and deeper product knowledge.

    • 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 RevControl 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.

    • 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.

    • 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 RevControl has in place for clients:

    • 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.

 

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 RevControl has in place for clients:

  • Basic Feedback Validation: Vendor meets minimum requirement for client feedback with more than 10 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.

 

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

Revenue Management made Easy! RevControl, the Dutch cloud based revenue management system, offers comprehensive analytics, competitor rate shopping and automatic recommended rates. It is specifically designed for individual hotels and small hotel chains, making professional revenue management accessible at an affordable fee. RevControl’s dashboard visualises data in numbers, index tables and charts. RevControl compares today’s Business on the Books to last year’s final results, historical data and your budget. In the Rate Shopping section you can track daily rates of your most important competitors and use the competitor index to align your rates with the market. Our smart algorithm recommends your optimal daily rates by combining BOB, forecasted occupancy, competitor rates and your own business rules. Use the rate calendar to easily verify rates and distribute the BAR to your PMS or Channel Manager. The auto publish function enables you to optimise all your rates for the next 365 days automatically.