8 Customer Support Qualities of a Superior Solutions Provider

24/7 Software
Oct 22, 2015 7:45:00 AM

We talk about the ways you can service your guests, often.

The conversation is generally about what you can do for your guests, not what others can do for you, your team, and your property.

Today, the focus won’t change much, except that we’re going to talk about the support you deserve – and should receive!

That’s right, we’re going to share important guidelines for you to use when choosing your solutions provider.  

Your expectations need to be met, especially after your purchase.

No matter what type of operations or venue management software you’re in the market for – from an incident management system to CMMS or lost and found software – you’ll want a first-rate provider with the traits we list in this article.

Spending a little extra time assessing these aspects during your buying process will pay off, and your return on investment will last a lifetime once you find the right provider to stick with.

Are you ready to get started? Let’s jump in.

You've Identified a High-Quality Solutions Provider. Now, It's Time to Evaluate Their Customer Support.

We get it. Finding a top-notch solution is at times like walking through a minefield of sub-par companies with no end in sight.

The headaches start, your stress level increases, and that overwhelming feeling where nothing else is getting accomplished replaces your ability to be an effective decision maker.

It gets better because there’s a telltale sign that you’ve found the right solutions provider for your property’s operational needs.

  • They’ve spent a lot of time developing and clearly communicate a superior customer support and training infrastructure.

Let’s be honest, your training and support matter – a lot!

However, choosing your software provider is only half the battle. It’s more than features, price, and the wonderful benefits and value you’ll see within the next 90 days while using the software. 

Your choice must also be based on the support you can expect to receive after the sale.

The same effort and time you put into finding and dissecting the features & benefits of a potential solution…

That also needs to be put into understanding how the provider will take care of you after your purchase.

Now, you may have already seen a live demo of the solution provider’s software – and that’s okay. But you don’t want to make your final decision based on that alone.

You need to know what customer support you can expect to receive.

Qualities so Important They Must Be Deal Breakers

We could list all eight support qualities of a first-class provider. It goes beyond that, though.

For you to get the full benefit and to understand how important long-term support and training is, we categorized the traits into three areas of focus.

Implementation & Initial Training.

This is a critical stage in your success and your solutions provider should take it very seriously.

Your provider’s implementation training should be developed with as much care as their software.

  1. Overcoming implementation challenges and barriers should be at the forefront of a first-class implementation & training program.
  2. Utilizing both online and onsite training allows your team to receive step-by-step guidance for successful setup and long-term use. This is a non-negotiable trait you’ll want available. You’ll be accountable and so will your team.
  3. Users are effectively trained according to the process you define. You want the peace of mind knowing things are going smoothly and are being done the way you need them to. Don’t you want a provider that “gets it?”

Continued Support.

As you use your new system, you’ll probably expand your wants and needs. You need the tools which allow you to do that, and a great support team to ‘support’ your efforts.

A notable provider will have plenty of experience working with other clients like you, and will have a strong support and training program in place. This pays off for new customers like you.

  1. Access to online training that’s available to you for as long as you’re a client. You shouldn’t have to pay an extra dime for this support - ever. Does someone on your team need to learn how to do something? The best providers make scheduling an online training easy as click, click, done.
  2. Top providers provide an online support suite at your disposal. You can take advantage of their online resource full of references and guides for your team to use…at your team’s convenience.
  3. Emergency support is vital – especially when there’s an emergency! If something prevents you from using your software, even when you’re burning the midnight oil, your team should be able to get in touch with the support team. Now that’s peace of mind.

Continued Relationship.

At this point, you’re a full blown user of the solution. What now?

Client feedback is essential to be a superior solutions provider. So, they should ask for your feedback. This is what’ll set your provider completely apart from any other provider in your industry.

This takes your support one step further. How? Because you’re contributing to the improvement of the solution. It’s one, big effective cycle leading to peace of mind.

Every enhancement must be driven by customers like you.

  1. Technology and software evolve quickly. There’s no reason why you should be left in the dust because you just purchased a solution last week or last month – or even last year. A sterling solutions provider will provide unlimited updates that are automatically pushed to your solution with clear tutorials on how to take advantage of it. That way, you never have to worry about being out-of-date again.  
  2. Who does your software provider work with? You want a user community filled with industry professionals and active users that work together with your solutions provider when developing or updating the software. Bringing great minds together to share best practices and insight is a key factor to creating the best software and providing a superior solution.

Over to You

You work so hard to deliver the best customer service to your guests. That’s why it’s important to use top-notch software from a top-notch solutions provider…one with best in class customer support for you, your team, and your property.

If you want to be a world-class property with peace of mind, you need to use the best solutions in the marketplace. You deserve it!

So, will you be using the support & training guidelines when selecting your next solutions provider?

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