This week, Pace earned Hotel Tech Report’s Global Customer Support Certification (GCSC) for its investments into tools, processes and strategies to ensure the ongoing success of its customers.
Pace achieved the Level I certification with strong scores across the four key pillars of the GCSC Rubric including: pre-emptive support, reactive support, coaching and customer validation.
We are thrilled to be the first RMS to have a global customer support certification by the HTR team. My role here at Pace is to build an exceptional customer success team, who offer our customers advice to improve their revenue and profitability customers - and make our customers feel that they can be successful with Pace. The HTR reviews clearly demonstrate how successful we have been in this mission with a number of amazing comments on my team.
Minna Vaisanen, VP Customer Success.
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.
In most cases, startups think they don't have the time or resources to really focus on customer support and success because product and growth are kings. The smart ones know that taking the time to implement essential tools and processes to help their customers succeed can be a major differentiator and catalyst for success. While the Pace team continues to rapidly develop its product and grow its install base, in tandem they continue to focus on and invest in new ways to make sure their customers succeed focusing heavily on detailed onboarding, regular check-in touchpoints and on-demand real-time free support.
Hotel Tech Report Co-Founder Adam Hollander.
Here at Pace, our team is called Customer Success rather than support. This is because we believe that customers should be our partners rather than simply clients and thus, it is important for us that we improve our partner's performance in any way we can. The success team's work goes beyond typical support function, by advising and consulting the clients in all revenue matters alongside maximizing their success with the Pace App.
Jens Much, CEO.
Being certified is not enough for us here at Pace. We are continuously improving our product to make it the most user-friendly RMS - along with creating online training material. Our customer success managers are always available to connect with our customers for discussion and advice.
Check out Hotel Tech Report's press release on Pace's GCSC here.
Stay tuned for more updates and news in the future!
From Pace with love, Minna