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MSI Announces Dedicated Brand Managers
for Its Customer Assistance Center
New customer-service initiative to begin
September 18; Support teams to undergo intensive training in system
rules and
regulations by brand to provide streamlined, specialized service
PHOENIX — SEPTEMBER 11, 2006 —To remain focused on superior customer
service and provide the ultimate support experience, Multi-Systems Inc.,
a leading supplier of property-management and integrated
operations/marketing technologies for the lodging industry, is
announcing a new Customer Assistance Center (CAC) initiative. Beginning
Sept. 18, each hotel chain or independent hotel will now be supported by
a dedicated Brand Support Team.
“MSI is dedicated to superior service, and as such, we have embarked on
a new CAC initiative to live up to our 24-hour-a-day service obsession,”
said Tim Tiller, MSI chief operating officer. “Through this initiative,
we are replacing our current service delivery paradigm of providing
support based on product (WinPM, WinSAM, EnterprisePM, POS, DOSPM, etc.)
by moving to a brand-focused service delivery model.”
“Currently MSI will be comprised of five Brand Support Teams: Wyndham
Hotel Group, Best Western International, Select Hotel Group-USFSI, Nova,
and Independents,” Tiller added. “Each support team, comprised of
approximately 15 to 30 brand-specialist technicians, will be led by a
dedicated Brand Management team. At the present time, each technician is
being trained on his or her brand’s specific business and
central-reservation system rules and regulations so that we’re ready to
roll later this month.”
According to Tiller, the planning for this model of service delivery has
been in progress for the past several months under the direction of Judy
McKinney, MSI VP of Customer Success.
“When hiring our brand management teams, we had two main goals,”
McKinney said. “First, we needed to find strong leaders, and second, we
wanted them to have solid hotel operations backgrounds in order to
improve our ability to truly understand and respond to the concerns and
business impact reported by in-coming callers. While we have excellent
technicians on staff, excellent technicians do not necessarily make
excellent leaders. By selecting individuals who have several years
experience in hotels, we gain not only the ability to better understand
the business impact of the customer issues that are brought to our
attention, but we also gain the necessary leadership skills that will
bring our Customer Assistance Center to the next level.”
The following will serve as CAC Brand Managers: Jared Bunts will
head the Best Western Brand Support Team. Jared joined MSI as a
CAC Technician more than five years ago, and was promoted to the
position of CAC Team Supervisor prior to this appointment. Shauna
Castorena will lead the Select Hotel Group-USFSI Brand
Support Team. Shauna has been with MSI since November 2003. Her
professionalism and organizational abilities were recognized when she
played a pivotal role in the smooth transition of the Pegasus Nova Team
to the MSI family. Glenn McDermott will guide the NOVA
Brand Support Team. Glenn spent the last eight years at the Gold Canyon
Golf Resort. Chad Schlendering will direct the Wyndham Hotel
Group Brand Support Team. Chad comes to MSI from Springer Miller
Systems, where he served as a new systems trainer and installer. Prior
to that, Chad spent several years with Best Western and Cendant Corp.
Nori Nathanson will steer the Independent Brand Support Team.
Nori has spent the last 20 years in hotel management at Crowne Plaza and
Holiday Inn properties. In turn, each Brand Manager will be complimented
by an Assistant Brand Manager and Technical Lead.
In the previous service-delivery paradigm, McKinney said that each
technician had to possess an abundance of information on all system
requirements and brand specifications. The new initiative will provide
intensive, brand-specific training to technicians in their respective
groups, and make them specialists, which will result in faster
resolution to customer issues, resulting in shorter hold times and fewer
open issues for MSI’s valued customers. This is a win-win paradigm for
both MSI’s Technicians and its customers, McKinney said.
“We’re very pleased with this customer-service initiative and we’re
grateful to Judy for doing such a great job in getting these
enhancements off the ground,” Tiller said. “Her selection in Brand
Managers is exceptional, and we expect to see a dramatic improvement in
the average speed of answer for each support call to under four minutes
and the number of open issues
to be under 175.”
“We are confident that this program will ensure that we are exceeding
each hotel's expectations while supporting each brand's specific goals,”
he said. “We are very encouraged by the positive feedback that we have
received from those involved in the process, and welcome our customer’s
feedback.”
About MSI
Founded in 1990, MSI (Multi-Systems, Inc.) is a leading
supplier of hotel technology and property management systems. MSI
empowers the lodging industry, through great people, superior service
and innovative technology. With an installed customer base of close to
3,000 hotels and resorts throughout North America, MSI is one of the
largest providers of fully integrated property management, sales,
marketing & catering, point of sale, centralized corporate services, and
wireless PM systems. MSI
specializes in "total system solutions" for management companies and
hotel chains by providing central reservation and property system
integration. Its customer support team has been recognized as the
industry leader and is the key to the success of MSI’s products and
services. For additional information about MSI’s technology solutions,
please contact Bridget
Oliva at 800-331-7890 or
info@msisolutions.com. For more information on MSI, visit
www.msisolutions.com.
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