As a property owner or manager, facing obstacles that interfere with your daily operations is a huge concern, as those can impact your property’s reputation and your guests’ experiences.
Making sure these problems get resolved in a timely manner is possible with the right customer support. At RMS, our customer support goes hand-in-hand with our reservation management system — both were created to help you achieve your business goals.
Here are a few of the many support benefits to take advantage of when choosing RMS.
How Can the RMS Customer Support Team Help You Achieve Your Business Goals?
From initial database setup to one-on-one training and ongoing educational sessions, we’re here every step of the way to ensure your staff is prepared for success. With support from our knowledgeable, experienced, and friendly team, you’ll be able to solve any issues, so you can get back to meeting — and exceeding — your business goals.
1. 24/7 Support
In the hospitality industry, issues can occur at any time — and you don’t always have time to wait until traditional business hours to handle it.
Whether you have an operational best practice question or a specific property need, our support staff is available 24/7 to help resolve any evolving issues at your property.
2. Knowledgeable Staff
Our staff has worked in the hospitality industry, so each person is familiar with the issues you’re facing at your property. They also understand the urgency that comes with efficiently helping your guests and making sure they quickly get back to enjoying their time.
With an experienced and insightful team, each of our customer service professionals can make rapid, helpful decisions that allow you to get your property management back on track.
3. No Extra Charge
No need to budget for extra support costs every time you have a question about your property! At RMS, we believe our customer’s concerns are our concerns. That’s why we offer our customer support free of charge when you use our property management system.
4. Quick Response Time
We know that many issues in the hospitality industry need to be solved quickly, so we focus on efficient response times for every request.
With three levels of service requests, you can let our team know the urgency of your request. Our priority levels are:
- Requiring Advice, which is for general enquiries and non-urgent assistance.
- Urgent, which is for issues or inquiries affecting daily operations.
- Emergency, which is for priority assistance when unable to access RMS or RMS is non-functional.
No matter what level of concern your issue is, our team is always working to help you achieve your goals. With an average hold time of 30 seconds, your problems are always our top priority. In addition, 90% of tickets are closed the same day they are requested — with most of those issues solved in 2 hours or less.
5. Readily Available Resources
In addition to 24/7 access to knowledgeable hospitality professionals, you will also have access to:
- RMS University, an online platform with self-directed training courses.
- The Help Centre, an extensive online library of articles, how-to videos, e-books, and tools.
- Our RMS YouTube channel, offering a variety of product demo videos and feature highlights.
- Other RMS Resources, including blogs, articles, webinars, and case studies covering everything you want to know about the hospitality industry.
These tools are available to help give your business a competitive edge in the industry.
Streamline Your Operations With the Right Reservation Management System
In addition to incredible tools, in-depth reports, and cloud-based accessibility, the right reservation management system should provide you with a knowledgeable and experienced customer service team that is ready to help you meet your goals.
An effective reservation management system that also offers support for your property and provides you with the tools you need is crucial to helping you streamline your operations, increase efficiency for your staff, and increase your property’s profitability.
Discover how the right reservation and property management system can change your business for the better. These benefits will help solidify the incredible customer experience you provide and continue to build a positive reputation for your business.
Download our free guide today to learn more about maintaining your property’s competitive advantage through the right reservation management system!