Superior Service and Hotel Brand Management
MSI Customer Success provides Dedicated Brand Managers
In an effort to continue our 24-hour-a-day service obsession, MSI is celebrating its second year with the new Customer Solution Center (CSC) initiative. Through this endeavor, we replaced the traditional model of service delivery providing support based on product (WinPM, WinSAM, EnterprisePM, POS, DOSPM, etc.) by moving to a brand-focused service delivery model. Each hotel chain or independent hotel is supported by a dedicated Brand Support Team.
Each support team, comprised of approximately 15 to 30 brand-specialist technicians, is led by a dedicated Brand Manager. When hiring our brand managers, we keep in mind two primary goals. We want strong leaders with solid hotel operations backgrounds in order to consistently deliver on our commitment to truly understand and respond to the business impact of the concerns reported by in-coming callers.
In the previous service-delivery paradigm, each technician had to possess an abundance of information on all system requirements and brand specifications. The new initiative will include Intensive training to technicians to make them specialists in resolving brand-specific issues more quickly and pull the next call out of the queue for the customer.
The current program ensures MSI will continue exceeding the hotel's expectations while supporting each brand's specific goals. We are committed to providing branded and independent properties superior service.
