ANNOUNCING RESERVE VERSION 2010 SPRING

Wednesday, March 31st, 2010

We’re pleased to announce ReServe Interactive software version 2010 Spring. This is the first of two releases scheduled for 2010, and it includes a series of new convenience features and platform enhancements designed to further improve our customer’s software and service experience.

Most importantly, more than ninety percent of the updates included in this release are based on direct customer input and were incorporated to meet current industry needs and requirements. We are constantly taking input from our customers so that the product we deliver consistently meets their exact and ever-changing needs. As an organization, we have employees with extensive experience in the hospitality industry so we are aware of the challenges our customers face on a daily basis. But it is our customers’ open and candid input, suggestions and recommendations that help us to further develop the product in such a way that all of its features are relevant and integral to their operations.

This latest release includes customer requested enhancements to our Catering & Event Management and Dining Reservation & Table Management modules. And we’ve added several new features including a PCI compliance package that allows customers to easily and securely accept credit cards; ReServe University, an all-inclusive training and support tool; and ReServeIT/ReQuestIT Web 2.0, a powerful new platform for processing dining reservations and event inquiries via the Internet.

But our work is not done here. We are already working on our next release which is scheduled to go live in the Fall of 2010.  We are constantly reviewing our offering, talking to our customers, gathering their input and putting everything into the development pipeline.  We’ll never stop enhancing our product offering and we will always partner with our customers to do so.

Announcing ReServe University

Friday, March 19th, 2010

This month, we’re excited to launch ReServe University. We’ve been working on this feature for awhile and it’s finally ready to share with our customers. ReServe University is a new tool for support subscribers that gives them access to all of the training and support services we offer, including a Training Library, Classroom, Help Desk and Support Resources area.

From day one, we’ve wanted our customers to get the most out of their software. Now, with ReServe University, our customers can easily take advantage of our comprehensive training offering. Everyone from hosts to catering sales managers, users in all areas of operations, can get advanced training for each of our software modules, including specific product features.

From downloadable documents and presentations to recorded webinars and interactive training sessions, our users will haveeverything they need; in addition to the one-on-one training and support we’ve always provided, to unlock the full potential of their ReServe Interactive experience.

How lucky are we?

Monday, March 15th, 2010

We launched ReServe Interactive in 1996. Our mission and vision were clear and our long-term goals were set. And then, as luck would have it, we were joined by employees who dedicated their time and expertise to helping us grow the company. In our early days, when money was tight and we were all doing the jobs of 3 or 4 people, these individuals worked extra hours, some unpaid, to get the business moving and our customers up and running. And now, 14 years later, many of those same employees are still with us.

We have larger offices now, the hours are little less crazy and business is growing and going strong – and it’s because of their dedication to our mission. We’ve worked hard over the years to build a culture of loyalty, both customer loyalty and employee loyalty, and that culture has been firmly established. We care about and take care of our employees, and our employees care about and offer exemplary service to our customers. That’s why they’re loyal and that’s why we’re successful.

Over the next several months, we’ll be introducing you to the ReServe Interactive family – our services and support team, the product development staff, the sales group and everyone in between. We look forward to sharing more about the people who have made us who we are today – what they do for ReServe, what they like to do in life, and what our customers are saying about them.

We’ve been lucky to have them as part of our organization and we’re eager to share their stories with you.

We’re here to serve you…

Wednesday, March 3rd, 2010

 We challenge ourselves continually to improve our internal processes so that we can enhance our customer service and support offering. One of our processes includes tracking our response time for support cases that are submitted to our Product and Technical Support Services Team. In January and February of this year, we opened approximately 1,000 support cases and more than 99 percent of those calls were for product configuration and implementation questions, new feature requests, and training and product upgrade queries. From the time the case was submitted, whether by voicemail, e-mail or via the web, the customer was contacted within 3 hours and most cases were resolved or closed within an hour. In addition, we’ve received 1,184 direct calls to our live Call Center. We think it’s important that our customers be able to talk with an actual person, rather than an automated system. Our 2010 statistics show those Call Center calls were answered, on average, in just under a minute, with 83 percent answered within 30 seconds.

We follow up on each closed support case with a survey sent directly to the customer, asking each customer to rank us on a scale of 1 to 5 with 5 being Excellent. Since the beginning of the year, 97 percent of our customers have given us a rating of 5 in regards to our response time. Ninety-seven percent of respondents gave our support technicians a ranking of 5 when it comes to technical knowledge and helpfulness.

In addition to ranking our service, many of our customers leave us messages or supporting comments that help us in evaluating our processes. Some of our customers just like to share how they feel about us. Holly Young, Event Sales Manager at Butte Creek Country Club, said, “Thank you! It’s especially nice to call the help desk and get a live person without having to wait or press a bunch of buttons on the phone!”

Thank you, Holly! It’s a pleasure serving you and all of our customers.