When implementing new technology into your hotel’s operation system, a lot of questions and concerns may arise:
- Will my staff embrace this change?
- How will I make sure everyone is on the same page?
- What value will this bring to the hotel?
It can be intimidating at times – especially if you are on your own and have never gone through the process of implementing a new operating system. There is so much to consider and plan for.
The good news is that if you are implementing a hotel operations system like ALICE (or taking over for the person that previously manned the system) you will not be alone! In fact, you will have the opportunity to get to know one of the best Customer Success Teams that will lead and guide you through the entire process.
When you work with us at ALICE, the Customer Success Team is your point of contact every step of the way. From the early planning and implementation stages to the ongoing relationship, we are there to make sure you and your team are set up to be as successful as possible. You can think of Customer Success like your personal A Team whenever you have questions or need any kind of assistance.
Like any great team out there, each member (aka “squad”) brings specialized skills to the table in order to get the job done. So let’s take a quick look at what each squad of the A Team will do for you and why your hotel needs a customer success team.
Meet the 4 Squads of the ALICE A Team
Implementation: Educators, Project Managers, and Hotel Enthusiasts
The implementation squad is your point of contact when helping you set an initial plan of action. If you are just getting things started and you need to know where to begin, they will walk you through the process step by step. The implementation team helps you formulate a plan to collect the data you will need to have added into the system so your team will have all the information they need to do their job.
Members of this savvy team will help:
- Answer questions regarding what to expect when starting out and training staff.
- Brainstorm creative ways to get your team excited about using something new.
- Appoint a dedicated specialist to personally train your team – making sure your staff has a strong baseline of how the system works before you put it into action.
When working with this team, you should feel comfortable asking them a lot of questions and leaning on their understanding of the system so that you can become an expert at your hotel. After you work with the implementation team, you will get to know the next squad of the Customer Success Team – the account managers.
Account Management: Solution Experts, Cheerleaders, and Professional Listeners
Better known as your Customer Success Manager, this squad supports ALICE users after you have gotten things off the ground. They become your main point of contact with ALICE so you know exactly whom you can turn to when you need help. This team works as your partner to find ways you can leverage your reports and usage of the system to make strategic changes to your operation.
This will help your team be as efficient and as profitable as possible. This is because your Customer Success Manager has extensive experience with not only the system but with hotel operations as well. You can go to this team member as a trusted consultant to ensure you have everything that you need to be consistently successful.
In addition to this strategic partner, you will also have access to our incredible support team whenever day-to-day questions arise.
Support: Fixers, Coaches, and Guides
The support squad is a group of masterful technicians available to assist you with any questions you may have. Hotel operations are an ever-changing world and what you were doing a month ago may not apply today. That is why our support team is there to help guide you through any configuration changes you need to make in order for your team to better operate in this changing environment with ALICE.
They are also there to help you troubleshoot if anything ever goes wrong with the system. Not only are they some of the most knowledgeable team members you will work with, but they are also incredibly friendly and service-minded. This will give you peace of mind knowing that if you need a hand with something big or small, they will be one friendly message away from your solution.
Enablement: Teachers, Innovators, and Forward Thinkers
The last part of the Customer Success team is one of the most important. The enablement squad is made up of product experts that make sure you have a robust library of training and reference documents at your fingertips.
They are responsible for ongoing communication around every feature in the system and how to use it. As the product rolls out new features or fixes, this team makes sure you have all the information you need in order to understand and take advantage of what is out there.
These descriptions of the A Team squads are just snippets of all that a Customer Success Team does to take care of you, the customer. This team dedicates their full time and energy to taking care of your short and long-term needs so that you can focus on what is most important to you: the guest experience.
I realize rolling out new software can be intimidating at times, but with the help of your friendly Customer Success Team at ALICE, your hotel operations will be the most reliable part of your day! Interested in getting to know our A Team? Schedule a demo!