Archive for the ‘Corporate News’ Category
Thursday, August 19th, 2010
After a technical support call is received and resolved by our Product and Technical Support Services Team, we send a survey to the customers requesting they rate the quality of the service they received on a scale of 1 to 5, with 5 being Excellent. This is done with every support call logged so that we can continually enhance our internal processes and offer the highest levels of customer service.
We’re happy to share that this past July, 98 percent of customers surveyed gave our support technicians a ranking of 5 when asked about their technical knowledge and helpfulness.
You see, here’s where we do things differently. Our Product and Technical Support Services Team is comprised of technical staff, trainers and data customization specialists. That means many of our customers have the added value of working with the same ReServe team members from the time of initial installation. Certain staff members specialize in specific software modules, and the entire Product and Technical Support Services Team has a keen understanding of the hospitality industry. In addition, through close interaction and ongoing partnership, team members become knowledgeable of the specific operational requirements of each individual customer. What results is a level of service that exceeds industry standards and provides our customers with a unique support experience that keeps them productive, efficient and profitable.
And our customers agree. Here are a couple of quotes from those surveyed in July.
“Always a pleasure working with representatives from Reserve. EXTREMELY helpful and kind (patient!). Thank you for the on-the -spot assistance to my impromptu phone call. You made my day easier.”
“ReServe Representatives have consistently been helpful EVERY time that I have called. I have always received an immediate response as well as a solution.”
Thank you to everyone who participates in our support surveys! As always, it’s a pleasure serving you!
Wednesday, August 11th, 2010
We wouldn’t be able to offer our customers a superior product without the dedication and expertise of our Product Development Team. They are a specialized group of individuals with an unrivaled scope of knowledge in all areas of software development.
Jackie Zachman, our very first employee, has been with ReServe Interactive since 1996. Her commitment, passion and dedication to ReServe are as bright today as they were on her very first day. She is a brilliant software engineer that regularly designs creative and unique solutions that exceed the expectations of our diverse customer base.
As our Senior Systems Architect, Jackie has a strong commitment to quality and works diligently to make sure that the software she writes is reliable, but she also drives internal processes and procedures that all of our employees follow. These processes work together to continually raise the bar on our quality, reliability and uptime metrics.
Before she joined the ReServe family, Jackie received her Bachelor of Science degree in Computer Science in 1986 from Carroll College in Waukesha, Wisconsin. After graduating, she worked for GE Medical Systems for 10 years as a Software Engineer and Software Project Leader. After joining ReServe, she continued to do consulting for GE and several other companies for a couple of years prior to becoming a full-time ReServe employee in 1998.
Jackie’s sense of humor and friendly demeanor enhance the culture of our company. She is a wonderful example for other employees to follow, demonstrating integrity and an entrepreneurial work ethic that has helped to make ReServe the success it is today.
When she’s not busy at work, Jackie enjoys quilting, reading, volunteering for Little League, and watching her kids play in their various sporting activities.
Wednesday, June 16th, 2010
Keith joined ReServe Interactive in August of 2005 as an Account Executive, and is currently in the position of Strategic Account Manager, which he admits is a pretty fancy title for a sales guy! Keith was drawn to ReServe because his position allowed him to couple his five years of experience in the restaurant industry with his 17 years of consultative sales experience, helping hospitality professionals understand and choose effective technology solutions to solve operational issues and take their businesses to the next level. By his own admission, Keith LOVES his job!
Keith grew up in Vacaville, California and began his love of the hospitality industry at the Nut Tree, a landmark restaurant group. Corporate giant, Chevron, soon lured Keith to San Francisco with the promise of higher income, benefits and “normal” hours. Ten years later, Keith tired of being “normal” and returned to his one true love, hospitality, joining Paragon, which operated three restaurant concepts nationwide. At Paragon, Keith was part of a team that travelled to under-performing stores and implemented new service standards and menu concepts, optimized systems and successfully moved the bottom 30 percent into the top 25 percent across the brand.
From there, Keith began his sales career where he found he enjoyed helping people navigate the labyrinth of technology solutions, and seeing their eyes light up when they realized how much easier their lives could be.
When he’s not busy doing demos and servicing clients, Keith enjoys playing golf, collecting fine wine, reading and playing more golf!
“It was a pleasure to work with Keith; he provided the needed info clearly and concisely and was more than willing to provide the referrals necessary to insure our continued partnership for the next year, overcoming a proposed change to the competition. Keith should be considered a valued asset to your operation.” Rita Norman, Holiday Inn Hotel – Odessa
Wednesday, June 9th, 2010
We’re very fortunate to have amazing and loyal customers. They work hard every day to successfully manage their businesses and service their guests. They’ve come to us looking for a hospitality management software solution that not only meets their needs, but exceeds their expectations. We work hard to comply.
We like talking about our software with our customers, prospective users and the industry in general. We could go on and on about all of the wonderful things our software does, and all of the amazing features that make managing operation easier than ever, but we’d rather let our customers do it for us. They willingly share their ideas and their suggestions for product enhancements, and they even share their approval. Below is a short list of some of the nice things our customers have to say to us and about us.
After researching several software products, we chose ReServe Interactive because of the focus and attention to detail the software places on booking Events. It will allow us to streamline our processes and serve our customers more efficiently.- James LaMontagne, Johnny’s Halfshell
ReServe Interactive software has been an integral part of our success. In just six months we were able to nearly double our sales, and have decided to implement ReServe at all of our locations. – Audrey Joyner, BB King’s Blues Club
I just love ReServe. It is so user friendly and I have worked on many different systems and this is the best by far.- Brenda Brandt, Bellamere Winery
ReServe is by far the BEST reservation/TM software I have ever used. I’ve used many different programs and nothing compares! ReServe can basically run the restaurant for me. I would gladly recommend ReServe to others. - Rick Roberts, The Melting Pot – Tucson
The software is great! We love it!- Cathy Jacobson, Bice Ristorante – Orlando
ReServe is still a very slick, easy system. I can get 15 proposals done in ReServe in the same amount of time it used to take me to do one or two.- Lisa Reliford, U.S. Senate and Capital Visitor’s Center
As a former Delphi user, I find ReServe to be much easier to use, and I especially like the way the customer contact system works.- Sulema Kiekintveld, Wild Fire Grille
I LOVE the software! I’m not very savvy when it comes to computers, but ReServeis so easy to use! It keeps me very organized, and the time I save allows me to focus on bringing in new business and making sure that our events happen flawlessly.- Maritza Stabile, Mistral Restaurant & Bar
Wednesday, May 12th, 2010
Today, I’d like to introduce you to Ron Goodell, our Vice President & Chief Customer Relations Officer. Ron has occupied a seat on the Board of Directors for ReServe Interactive since 1996, and joined us full-time in 1999 after spending three years as the Executive Chef at the Bellevue Club in Oakland, California. There, he managed kitchen operations and fine-tuned his computer experience in restaurant management applications.
Prior to that, Ron spent five years at Wente Vineyards Winery and Restaurant as the Executive Chef for Catering and Conference Services. Ron was frequently chosen to represent Wente Bros. nationally and internationally at food and wine expositions. Throughout his career in the hospitality industry, Ron has been an early adopter of technology, understanding the competitive edge it can bring to an organization.
Ron is a graduate of the Mitchell Technical Institute. He also graduated with high honors from the California Culinary Academy, and was selected the top California Culinary Student in 1989. He serves as an officer of the company and is a member of its Board of Directors.
Ron brings a unique perspective to our organization with his in-depth knowledge of the hospitality industry and his expertise in technology applications. He serves an important role in assisting our customers and driving the product and technical support team to provide the highest levels of service.
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.
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Category Corporate News, Product Development, customer service | Tags: Tags: catering and event managment, Dining Reservation & Table Management, PCI compliance, platform enhancements, ReQuestIT, ReServe Interactive, ReServe University, ReServeIT, updates,
Wednesday, March 24th, 2010
Lynn McGlynn joined us on a part-time basis in 1999 managing customer implementations and property profile customizations. In 2000, on-site training was added to her list of responsibilities. She successfully balanced her time with ReServe and raising four daughters over the next four years. When our new West Coast offices opened, Lynn moved with us and helped with most aspects of the business, including taking product and technical support calls. As our business grew, she made the move into technical support and learned how to install ReServe Desktop to Microsoft Networks.
Just prior to the introduction of ReServe Anywhere®, we added additional staff and Lynn was able to transition back to product and customer support. And finally, in the fall of 2008, Lynn made the move back into product implementation, training and support. Today, she is one of our longest tenured employees and an important part of the team.
Outside of work, Lynn is a busy mom juggling meals, homework, extra-curricular activities, sports and housework. She also serves as a personal assistant, senior secretary if you will, to her husband who is a culinary instructor at a local junior college. In her free time, Lynn likes to play hard as an avid hiker and beachcomber. She comes from a very close family and travels to Southern Oregon to be with them as often as she can.
“Lynn surpasses my expectations every time I need her assistance. She goes above and beyond with every request.” Elizabeth McGlinn, One Atlantic
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.
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Category Corporate News, General, Product Support and Training, customer service | Tags: Tags: customer service, Help Desk, product support, ReServe Interactive, ReServe University, support, support services, Training Library,
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.
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Category Corporate News, General, Product Support and Training, customer service | Tags: Tags: culture of loyalty, employee loyalty, employees, loyalty, ReServe In, ReServe Interactive, services and support,
Wednesday, February 24th, 2010
I’m happy to announce we’ve partnered with Element Payment Services, Inc., a company that provides PCI compliant processing solutions to software providers and merchants that accept credit cards. This partnership will allow our customers to securely accept credit cards, process payments, secure reservations and collect deposits directly through a unique portal located in their ReServe Interactive software without ever having to transmit or store sensitive cardholder information. Element’s solution simplifies processes for both our customers and ourselves, leaving us all risk-free and in compliance with today’s PCI specifications.
We researched several providers before we selected Element, keeping in mind our expectation of partnership that I blogged about in January, and found that not only is their solution exceptional, but they value a successful partnership as much as we do. The decision was easy because we knew that both sides would have the customers’ best interests in mind.
So far, the partnership process has been a wonderful experience. The staff at Element is friendly, helpful, generous with their time and accommodating to our needs. All of these factors are important when dealing with an issue as sensitive as PCI Compliance. We knew we needed a partner who not only understood the importance of compliance for our customers and our industry, but was willing to take the steps necessary to get our customers and our company compliant as quickly as possible.
A successful partnership can be easy to achieve when both sides are on the same page. We look forward to working with Element Payment Services, and providing our customers with the superior products and the highest level of service they’ve come to expect from us since 1996.
