Happy New Year!

Monday, January 23rd, 2012

The end of 2011 was an exciting time for us. We were busy launching ReServe Q™ online dining reservation software and gearing up for a busy New Year. We have quite a bit planned for 2012.

We will be expanding our technology platform through new and enhanced catering, event management, dining reservation and table management products, new systems and new platforms. We have hired new employees and built new partnerships. We are focused on enhancing the user experience with increasing product and support performance. And that’s just the beginning!

We have so much to do in 2012 and we look forward to sharing it all with you. Keep an eye out for upcoming posts, announcements and news throughout the year.

The Best of the Best

Wednesday, May 18th, 2011

We’ve always prided ourselves on our ability to offer superior technical and product support to our customers. Our employees have proven over and over again that they are among the best of the best, and our customers say the same. From training to product support, development to sales, absolutely everyone in our organization is critical to our overall success and each and every person has gone above and beyond to make a difference.

“Lynn is very knowledgeable and understanding of the experiences we face with customers.  Once I started working with her I was completely put at ease about having made the right choice with the ReServe’s software.  She is an asset to your company!  Thank you Lynn!”

“Joe and Keith are 1st class employees. You should feel blessed to have them on your team. It is because of the type of service I receive from them that we continue using ReServe and recommending it to people. Another job well done!”

“Beth was very helpful. One question required some more info on her part, so she opted to call me back rather than have me hold. Very prompt in her return call. Super great customer service! Thanks!!!!”

“Leslie is the epitome of both great service and professionalism and I wanted to let you know that as long as she is representing your company I have no doubts that your business will continue to grow and grow.”

“Melanie is a rock star! She is incredibly responsive and an expert at her job. We can’t thank you enough for the great support!”

“Our trainer was very knowledgeable and really took the time to make sure we understood each step in the event life cycle. All our employees have given me positive feedback about their training session and about the capabilities of the ReServe software.”

“The representative I worked with was so helpful and kind. I so appreciated his ability to quickly resolve the issue so that I could get back to my work. I was working for a few hours at home on some things that HAD to be done right away. Thanks again!”

Intuitive revisited

Thursday, May 12th, 2011

I was watching TV the other night and heard the word ‘intuitive’ used in reference to a computer, a car and a healthcare system, all within a matter of 15 minutes. It’s a word that bubbles up more and more frequently. The companies in these commercials can more than likely back up their claims – their reputations are built on them. However, there are some companies that make the claim, but fall very short.

For example, other hospitality management software products on the market today offer to collect tons of information, as well as interfaces that look like other well-known software products, and tout their ease of use. Many of our customers have used these products in the past and have willingly shared their experiences with us. After listening to their evaluations, intuitive wasn’t a word they used to describe the products. Functional? Yes. Easy-to-use? Sometimes. But just because a product looks like Outlook, doesn’t necessarily make it easy to use.  More importantly, it doesn’t make it intuitive.

At ReServe Interactive, intuitive means that we understand our customers’ businesses inside and out, top to bottom, and with that knowledge we’ve created a smart software system that is designed to become an integral part of a company’s day-to-day processes. It means we’ve built our software on a proprietary platform that was developed by professionals with years of experience in the design and development of effective user interfaces for high-tech products in a variety of industries. These individuals have an instinctive knowledge of user-centered design processes and, partnered with people that have extensive hospitality experience, were able to design a product that incorporates human interface technologies with the specific, real world needs of the hospitality industry. Our software was created by people who have stood in the customer’s shoes. We know what our customers need because we know what we needed when we were standing at the hostess desk or taking calls in the sales office. Our software speaks their language, understands what they need moment by moment, and anticipates what they will need down the road.

We know that when we say intuitive, we mean it, and we can prove it.

From Customer Service to Customer Care

Tuesday, April 26th, 2011

At ReServe Interactive, our product services and technical support staff members notoriously go above and beyond to help our customers. I’d like to share just a few of the latest comments we’ve received from our customers about our team.

“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!”  Holly Young, Event Sales Manager. Butte Creek Country Club

“Of all of the companies I’ve worked with, I’m most impressed with ReServe’s customer service. They quickly understand my needs and deal with my concerns right away. They work hard to correct core issues, not just slap band-aids on them. They are a well-trained organization. I always know what I’m getting and where I stand with ReServe. I wish everyone’s support was like yours.”  Mark Chapman, Owner. The Melting Pot – Tulsa

“The representative I worked with was so helpful and kind. I so appreciated his ability to quickly resolve the issue so that I could get back to my work. I was working for a few hours at home on some things that HAD to be done right away. Thanks again!!” Saundra Tidswell, Sales Manager. The Aerie at Eagle Landing Golf Course

Since the beginning, we have been lucky to have dedicated, hard working employees who have gone above and beyond any job description to service our customers and represent ReServe Interactive. Each individual has committed themselves to our mission of creating and supporting best-in-class technology solutions that significantly improve our customers’ everyday lives.

We hope you have the chance to work with our team at some point. They’ve elevated customer service to true customer care.

Survey Says….

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!

Does anyone really like change?

Thursday, July 22nd, 2010

There’s a saying that goes ‘The only thing constant in life is change’. Very true. And, in some cases, very hard to accept. When people are used to doing things a certain way, it can be difficult to change their course of action. People get caught up in what they have to give up and what has made them comfortable, versus what they may gain in the long run. You may find that some are eagerly willing to make the change, while some people dig in with their heels and fight you every step of the way.

Technology is often a trigger for significant change and therefore, a potential trigger for resistance. Whether you’re implementing software to take the place of manual processes or replacing one system with another, it’s important to remember that the reaction to that change will vary across your organization. To ease the pain, consider choosing a provider that will take the time to provide adequate training to your staff, as well as remain accessible throughout the implementation process, so concerns can be addressed and minds can be set at ease.  Take a moment to zero in on employees who are eagerly embracing the change and have them assist you in training others. Let their enthusiasm become contagious.

Our new customers are often surprised at how easy our software is to implement, train on and use. It is technology after all.  But our users, regardless of any resistance, or enthusiasm for that matter, are typically up and running, using the software to book actual events or dining reservations within a few hours of training. We work closely with them and provide all of the tools they need to ease any discomfort they may have with making the change.

Paul Pace from Treasure Island Hotel & Casino is a great example of an individual embracing change. When his company’s legacy dining reservation software system was phased out and ReServe Anywhere® was implemented, he said, “I came on board after implementation, and because the system is so user friendly and easy to use, I logged in and taught myself how to use it. I was able to take single and group reservations, make changes to floor plans and update menus within a couple of days.”

Change is inevitable, yes. But resistance to it doesn’t have to be.

When Considering Software Interfaces, Remember to Look Under the Hood

Thursday, June 3rd, 2010

A lot of software programs use interfaces to enhance their offering. Interfaces allow users to work with a software solution that offers a variety of additional tools to meet their business needs. The trick is making sure the interfaces you are promised make your job easier.

When it comes to hospitality management software, there are products on the market that claim to offer intuitive or easy to use interfaces, but essentially they are just providing a link that directs the user to another application all together. A true interface allows both programs to automatically communicate with each other, easily sharing necessary data and ultimately enhancing the user experience.

At ReServe, we don’t just interface with anyone. We look for software partners that support their products and are committed to servicing their customers according to similarly high standards. Our goal is to select partners willing to share information and work side-by-side with us so that the interface is fully integrated and seamless.

Our customer base is broad, spanning several market segments with diverse technology requirements, so our software and any interfaces we offer, need to accommodate that range of needs, from the most basic to the most sophisticated platforms. As such, each interface we select fits naturally with our process driven design and simply becomes an extension of our software, running automatically and anticipating our users’ needs. Our interfaces are smart and work for the user, providing accurate and necessary information, presented on screen where you need it and only when you need it, without complicating routine tasks with extra steps or superfluous data.

Once we commit to an interface, we support it and keep it working throughout upgrades to our software’s architecture. That way, the interface is always functional and critical customer data is never lost. We stand behind our interfaces and make sure we understand the architecture of each third-party product, so that we can easily navigate it and troubleshoot user questions. We don’t bounce our users around between software companies and support departments. Instead, we work with the user as a single point of contact, trusting in our interface solutions and the companies that provide them.

We work with several industry partners to develop integrated interfaces, including Element Payment Systems for credit card processing and storage, MeetingMatrix for room diagramming, as well as various POS system software providers, paging system vendors, and food costing system manufacturers.

One example of a very efficient interface from the user’s perspective is our interface with MeetingMatrix. Through our partnership , we’ve developed an interface that seamlessly launches the MeetingMatrix software with the simple click of one button on the ReServe screen, transfers event information between ReServe and MeetingMatrix, and instantly creates custom room diagrams using the unique specifications for the event that have already been configured in ReServe.  With this solution, there is no double entry of information required. All relevant information is automatically shared between ReServe and MeetingMatrix, enabling the user to be very efficient in each program.

The elegance of a software solution should be in its simplicity for the user. Software should be assistive, not prohibitive, taking care of the details, providing the right data only when and where it is needed, and freeing the user to focus on their job. That is what “easy to use” and “intuitive” means. However, “easy to use” does not mean easy to create.  It’s not enough for a company to say its product interfaces with another product. As a user, you’ve got to demand a demonstration of how an interface actually works, because software cannot be a productivity tool that adds real value unless it is elegantly simple in its functionality.  

So, before you decide on a software solution that offers interfaces, make sure you are getting what you’ve been promised and what you’ve paid for. Demand true communication between the products, ease of use, and business enhancing functionality. After all, you have more important things to do than struggle with software solutions that are more trouble than they’re worth.

Introducing…. Leslie Phillips, Implementation & Training Consultant

Wednesday, April 21st, 2010

Today, I’d like to introduce you to another member of our training team. Leslie Phillips. Leslie joined us in August of 2006 on a part-time basis and became full-time in January of 2010. Throughout her tenure with us, Leslie has been responsible for implementing new accounts, conducting beginning and advanced training classes, writing training materials, and handling customer support calls. She has also traveled to customer locations to host on-site training sessions.

Originally from Washington, Leslie moved to California in 1988 after graduating from Eastern Washington University. Today, she is an extremely busy single mom raising two teenagers. She’s an active volunteer at the high school and enjoys playing, as well as watching sports with her kids. Leslie also loves to travel and read, and brings the passion and enthusiasm she displays in her personal life into her professional life with ReServe.

“Leslie Phillips was the most welcoming, unintimidating, software support person that I have spoken to in a while. Very knowledgeable and has a wonderful bed side manner.”  Kristen Childs, Reynolds Plantation.

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.