24/7 Software Blog

“Finally, we can say ‘farewell’ to our legacy system,” you exclaim.

Your supervisors seated around the conference table smile and nod.

Today’s a big day for your team.

You’ve been using the same systems on your property since its opening in 2007.

Every piece of technology used for your property’s operation is a legacy system.

From your maintenance software to the spreadsheet used for managing operational incidents.

You knew it was time to advance your operation.

But, your biggest fear was being replaced.

You’ve been running this property since it opened, and if nothing changed – you were next in line for ‘replacement.’

You want to create an ever-lasting legacy, not depart as a legacy leader known for complacency and out-of-date methods.

Nowadays, there are a plethora of progressive software solutions available.

Many surpass the functionality of your current “solutions.”

• Real-time communications for world-class execution
• Web-based is a requirement for global operations
• Digital documentation to reduce risk
• Reporting for analysis to continuously improve the experience

To compete in this landscape, they must fulfill the needs of your property.

You know this more than ever now.

But, as you started your implementation process did you stop to review one critical characteristic of your solutions provider, that you might’ve missed?

We’re sure it met all your internal needs.

But, did you ever review the track record of your solutions provider?

We’re not talking about credibility nor are we referring to their customer listing.

While these are essential qualities, we’re referring to long-term innovation.

Yes, they’re not a legacy system now.

The question is, where will your new solution be in two years, five years, or ten years?

Did you just select your next out-of-date software solution?!

How innovative is your solutions provider?

“Taxi,” you hear the guy to your left scream.

He’s waving his arm with hopes of getting the attention of a cab.

But, no luck.

Large groups of people rush the taxi line as the day ends.

Many of the customers are in groups of two or more.

They flood the available taxis leaving anyone riding solo struggling to catch a cab.

“Taxi,” you hear him again as he flares his arms.

Now he’s flustered.

As you’re about to walk over to help, someone from taxi services approaches him.

“Sir, would you like a cab,” he asks. “Yeah, I’ve been trying to wave one down, but they are all taken before I can get their attention,” the frustrated man responds.

“Would you like another drink before you leave,” asks the staff member.

Confused by the question, the man replies, “Sure, I could use one, why?”

“Give me your phone number, enjoy a beer at our restaurant, and I’ll hail a taxi for you,” Jerry, the staff member, suggests.

Jerry takes the man’s number and directs him to the restaurant still open to customers.

How’s this for customer service?

Are you wondering how Jerry can perform first-class customer service?

He uses the go-to solution proactive operations rely on to make customers happy before, during, and when your property closes for the day.

If his customers need something, he and his team get it done.

We have good news; you too can efficiently manage the needs and requests of your customers.

Keep reading because this article explains how to perform best in class customer service.

You walk into the Administration office.

“Where are we at,” you ask your team.

Last night’s event was massive.

The size of the event was more than your staff is used to managing.

The number of issues and incidents captured was overwhelming by your operational standards.

Today your team is inundated because of all the files to review.

“Incident #1023 is missing,” one of your operation coordinators shouts as you walk by their cubicle.

You pick up your pace, walk into your office and shut the door.

It’s only 9 AM, and you’re already anxious about today’s call with your General Manager.

After telling yourself that everyone will have to spend today sorting through the files, you run out the door to gather your team and share the game plan.

“Hey team, stop what you’re doing for a moment and let’s get a strategy together for getting through this day,” you yell across the office.

Immediate silence takes over because they’ve been waiting for you to propose a solution.

Everyone in the office turns with a troubled look on their faces.

You find out why quickly.

The phones are ringing off the hook.

“What’s going on?” you ask your operations manager, Brian.

“Customers from last night, especially VIPs are calling to discuss the brawl that ‘ruined their night’ on the suite floor,” he responds.

“Customers want to review and discuss the incidents from last night, but everything is so disorganized we just can’t provide the information they request.”

Now, you’re panicking.

You need a solution, or you’ll lose your customers.

How would you handle this at your property?

Can you effectively communicate information about incidents with your customers when they call to discuss?

Keep reading; we have a simple yet powerful fix for your documentation needs.

You’ll learn about the robust documentation capabilities of a world-leading incident management system, and how to review and discuss incidents with customers efficiently.

Are you ready?

“Sip.”

You finish up your morning cup of Joe.

After the last sip of your medium-roasted coffee, you continue typing your notes of the previous week’s review.

You have your Monday morning meeting in 10 minutes.

It is 8:35 AM, your mall opens at 9 AM. You cannot be late.

You finish your review notes.

The weekends here are busy with thefts and medical cases – you like to spend a little extra time during the meetings discussing this.

This is business as usual.

Plugging through your “incident management system,” you look for this weekend’s incident report.

But, you cannot find it.

It is always in the same place. Why is it not there? “Let me ask Rick,” you bark to yourself.

“4…2…1…”

As you dial your security supervisor’s extension, you feel your blood pressure rise. Your hands are clammy.

All you hear is your doctor in your head saying, “You need to relax. This is not okay for your heart.”

Rick picks up and tells you he completed the report. It should be in the system from Sunday.

You both continue searching for the report but still can’t find it. Frustrated, you dial your solution provider’s support number.

It rings, and it rings and rings some more. After nine never-ending rings, the answering machine message starts.

“Hi, you’ve reached ABC Company. Our hours of operation are 9 AM to 5 PM Pacific Standard Time. Thank you.”

Click. You cannot even leave a message – and you are in New York!

Now, what?

There is no emergency support line. If you email them, you will not get a response for hours let alone ten minutes.

You did not spend the extra $2,400 on premium support, which means you do not have a dedicated support team.

How frustrated are you? An issue as petty as a misplaced report is ruining your day.

To top it off, you cannot get in touch with the very people that can help you.

The snowball effect kicks in. Everything you cannot stand about your “solution” provider rolls through your mind…

Oh, guess what, it is time for your meeting!

You walk in your office.

It’s 7:30 AM, and you’re feeling good today.

Yesterday was successful.

Everything went as planned – nothing out of the ordinary.

All is good across your operations, right?

But, that’s not true, and you’ll never know that because you’re current “tool” prevents you from understanding this.

You’re not aware of the three people transported to the hospital for food allergies after eating at the same place.

You’re also not aware of the many complaints regarding one of your staff members.

Why?

Either you’re not using your operations management software to the fullest – or using one at all.

That’s a severe problem.

We need to fix it today.

But, there’s a chance we might get pushback from you.

Is “we’re not very good with technology,” going to be your response?

If not, that’s good!

But, keep reading anyway because we’ll share how to avoid facing this issue with your team in the future.

If you do believe you’re “not very good at technology,” we’re going to share why that must not prevent you from using a real-time communications software solution.

Ready?

We can all agree.

Your customers are the most crucial part of your job.

At the end of the day, your goal is to offer a safe, enjoyable, and pleasant experience for customers.

It doesn’t matter what ‘stuff’ is involved – everything comes back to the people on your property.

Agree?

It requires a proactive operation to keep customers happy while keeping your operation running efficiently.

But, how do you become proactive?

We know it’s easier said than done.

Most of the time you have too much on your plate to get a handle on things.

Here’s a hint: you can’t do it all alone.

Yes, you have your professional and expertly trained staff. But, they are human, and other things become their priority.

It’s a good thing request tracking software exists to augment your team’s ability to manage customer requests.

Did we mention it’s your #1 solution?

Let’s check it out!