News —— 7.12.2023 —— 10 reading minutes

HotelTime Solutions Achieves Level IV Global Support Certification

This week, HotelTime Solutions earned Hotel Tech Report’s level IV Global Customer Support Certification (GCSC) for its investments into tools, processes and strategies to ensure the ongoing success of its customers across the four of the key pillars of the GCSC Rubric including: pre-emptive support, reactive support, coaching and customer validation.

The Hotel Tech Report GCSC certification program analyzes software vendors along critical dimensions of customer support infrastructure in order to help hoteliers minimize risk and maximize positive outcomes when selecting technology partners.  In order to become certified, companies must open their internal systems to Hotel Tech Report for assessment along HTR’s rigorous 34-point GCSC Rubric.

“Martina and the HotelTime support and success teams have created a well oiled machine that's unbelievably organized with checks and balances to keep their team accountable and ensure successful outcomes for customers. The level of depth, detail and integration across HotelTime's support and success operation is truly first class.” Hotel Tech Report co-founder Adam Hollander.

"Since 2002, HotelTime's core value has always been to place the customer and customer support at the centre of what we are doing.  That is why we have always been doing on-site implementations and offered customer support agent availability by phone or live chat included to all customers regardless of their size or monthly fee. We evaluate customer satisfaction on a monthly basis, including KPIs such as First Response Time, CSAT and others and always instruct the support team to go the extra mile to help our users. I believe it is also why we have been achieving such a high retention rate of our customers, some of them being within 10+ years and also we see such good reviews from our users regularly." Jan Hejny, CEO HotelTime Solutions.

The below GCSC assessment outlines the verified systems and processes that HotelTime has in place to educate, train, retain and support customers.

HotelTime's GCSC Assessment Summary 
Rubric Score: 34/34
Certification Level: IV
Customer Orientation: Customer Focused
Recommendation: Highly recommended
Support Team Size: 15
Certification Period: December 2023 - December 2024
Support Stack: Freshdesk, FreshWorks, Survey Monkey, ClickUp, Zoom, Userguiding, SorryApp, TalentLMS

Read more here: