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,
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.
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.
