Archive for October, 2009
Wednesday, October 28th, 2009
Vince Lombardi once said “The achievements of an organization are the result of the combined effort of each individual.” This is especially true for us.
Since our inception, we have been fortunate to have dedicated, hard working employees who have gone above and beyond any job description to serve our customers and represent ReServe Interactive. Each individual has committed themselves to our mission of creating best-in-class technology solutions that significantly improve our customers’ everyday lives. The result of their commitment is 13 years of growth and success, as well as a willingness by our customers to regularly compliment our staff on their customer service and technical expertise.
For example, customers have sent us notes saying things like:
“Support staff are ALWAYS timely, helpful, and kind. ReServe has wonderful support services!”
“You guys have been so attentive and aware of our needs and I can’t thank you enough for your time, energy and patience!”
“I always get a great response with all my queries. Everyone has always been knowledgeable and courteous. I can’t speak highly enough about your team…”
Over and over again, our employees have proved to us that they are among the best of the best. From training to product support, development to sales, absolutely everyone in our organization is critical to our overall success.
So, just in case I don’t say it often enough, thank you to all ReServe Interactive employees for your time, dedication and integrity.
Tuesday, October 20th, 2009
As Chief Customer Relations Officer, it’s my responsibility to measure and manage our customers’ satisfaction from both a product and service perspective. We do this through a variety of channels including one-to-one conversations, customer user groups and monthly survey campaigns. We also distribute an automatic survey to customers upon resolution of every support case.
In September and early October, we surveyed on service and support experiences, focusing on our customers’ opinions regarding the knowledge and courteousness of our product support staff; the timeliness of the response they received from us; as well as how likely they were to recommend us to someone else.
We randomly selected 500 customers for this survey and received a very encouraging 10 percent response rate.
Out of a ranking structure of 1 to 5, with 5 being the highest score we could receive, 98 percent of respondents found us very helpful and 95 percent found our staff extremely knowledgeable. 93 percent of our customers rated our responsiveness to their support inquiries extremely timely. Most importantly, out of the respondent pool, 92 percent of individuals said they would recommend us to one of their peers.
Respondents also had the opportunity to leave comments regarding their answers. With their input, we can continue to enhance our product and support services to ensure our customers are not only working with a good product, but with a company that responds to their needs and exceeds their expectations.
Customer surveys represent just one method of gathering information to build long-term relationships with our customers. Their input is a powerful driver for our organization and continues to impact how we expand our product and service offering.
Tuesday, October 13th, 2009
The question I get asked most often from multi-unit customers is ‘How can I keep track of what’s going on across all of my sites?”
Basically, in order for these customers to successfully manage operations, they need a solid handle on activity in each of their locations. That’s where we come in. From reservations to financial reporting, we’ve helped our multi-unit customers observe, gather, analyze and report on activity across 2 or 200 locations.
For example, McCormick & Schmick’s uses ReServe Anywhere®, our web-based Catering & Event Management software, to manage private dining events across 90 locations. Brunswick Entertainment Centers manages events at 13 locations, Wolfgang Puck Catering implements across 12 sites, Gaylord Entertainment manages events at five venues, and Lettuce Entertain You Enterprises uses ReServe Anywhere across 33 locations.
What do they do with our software? Quite a bit, actually. They manage multiple event books from a headquarters or corporate location; reporting is centralized, so they can report on the enterprise, region or specific location; and they improve communication between employees and across venues. And that’s just the tip of the iceberg. They use our software to keep a finger on the pulse of their business 24 hours a day, 7 days a week.
So, when a multi-unit customer asks how they can keep track of all everything across all of their locations, the answer we give them is simple – ReServe Anywhere.
Tuesday, October 6th, 2009
Our goal has always been to make our customer’s lives easier. They work hard. They are the masters of multi-tasking. What would we bring to the table if our software contributed to that long list of things to do? They don’t need to spend endless hours troubleshooting software, or even minutes searching for information that should be available at the click of a button. It’s our job to help manage that list of things to so, not add to it.
We love it when our customers tell us that their jobs are easier with our software in place; when they say that it’s so simple that anyone on their staff can use it. We love hearing about tremendous increases in productivity, jumps in revenue because of the new efficiencies they’ve been able to achieve. It’s affirmation that we’ve achieved our goal of making our customer’s lives easier.
Our Catering & Event Management software has a special feature called Event Lifecycle Technology™. It does some pretty amazing things. Besides automating processes and managing events from first customer contact through event execution and follow up, it helps build consistent business practices and ensure accuracy by breaking down operations into digestible steps. It’s virtually eliminates human error and gaps in processes.
This feature was inspired by our desire to truly meet the needs of our customers. We don’t ever want to assume they need a specific feature. We want to know for sure that everything we create will make their lives easier. Event Lifecycle Technology takes what they do every minute of every day and automates it, making their processes smoother, quicker and more consistent. The result is an easier, more efficient work day and a shorter ‘to-do’ list.
Rita Norman, the Director of Sales at the Holiday Inn Hotel in Odessa, said, “I absolutely love ReServe. It’s like my right hand. I can’t imagine doing business without it.”
We’d like to think that she pretty much says it all.
