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Duetto Customer Support Receives Global Recognition

December 9, 2020 | Carl Lytikainen, SVP of Global Customer Success, Duetto

Earlier this week, Hotel Tech Report awarded the Global Customer Success team here at Duetto its Level III Global Support Certification. It’s a great honor and a testament to the hard work and dedication of our customer success, customer support, integrations and deployment teams – all of whom have worked tirelessly this year to give our customers a steady hand as they have navigated their revenue strategy through COVID-19.

Our Hotel Tech Report customer support rating is an average 4.8 out of 5 – showing the high level of customer satisfaction our users have with every interaction they have with Duetto.

Customer success has always been at the very heart of the Duetto offering. From deployment and training to providing an on-going white glove service that is always at hand, our global team of revenue experts and deployment specialists ensure our users get the very best from our world-class revenue solutions.

Our integrations and deployment team make sure that Duetto seamlessly connects with our client’s property management system. Our data quality evaluation process ensures that the data passing between the PMS and RMS is 99.9% accurate. Together, this ensures that Duetto can operate as the brains of the hotel tech stack.

Duetto integrates with more than 68 other hotel tech providers, making us the most integrated RMS on the market. What’s more, our dedicated deployment experts, working hand-in-hand with the PMS provider and the client, can deploy customers in less than 14 days.

Global Support

Our on-boarding also includes training the end users on how to get the most value from Duetto. And that doesn’t stop. The support is ongoing throughout the lifecycle of our client partnership:

Pre-emptive support
We continually monitor our customers and get alerts. If there are any issues, such as a problem with an integration or a server goes down, we will often know about this before the customer does. This means we can offer immediate solutions and support.

Reactive support
The customer support teams are on hand to deal with any queries on how to best use the system. And our Resource Hub empowers users to also seek their own solutions.

Coaching
I think of our training and our customer success team as coaches. We coach our customers to get them fit for the game by ensuring they know how to operate the system and make the plays. And we are always there on the sidelines during the “game”, in case there are any questions.

Our global support team is made up of revenue management experts, many of whom have held senior revenue roles in the field. They know what it takes to be successful.

And it is indeed a global team. We operate in the Americas, EMEA and Asia Pacific. We are in almost every time zone that our customers are operating in.

Our customers know that they can reach out to us 24/7 with any questions about Duetto, their data, their integrations or for revenue management best practices.

Adapting To COVID

In 2020, this 24/7 support has been vital to our customers.

We have experts on our team that have guided their previous corporations through the financial crisis of 2008/2009 and we are able to apply that expertise, that knowledge and that experience to the current situation. COVID is in no way the same as the financial crash, but the challenges it presents to the hospitality industry are similar. It has really impacted the revenue and profit of hotels. Being able to dip into that experience held by our team members is helping us to guide our customers today.

In addition to providing reactive support, we have reached out to customers proactively. We’ve help them reset their forecasts to more shorter term forecasting, which is more effective and accurate during this uncertain time.

We've provided best practices on how to prepare for reopening and how to best utilize Duetto during this time, when you are trying to figure out how to attract customers.

We have organized best practice sessions that have been extremely well attended. And we have added to our Resource Hub.

We have also taken the opportunity to improve our own systems and processes to enable us to deploy customers faster. We have created new online training documentation and videos, and we continue to invest in that area. Our focus is on helping customers get to value quicker.

Duetto Resource Hub

The Resource Hub is our knowledge base. It's a place for customers to get information about how to really make Duetto work for them the best.

The Resource Hub provides knowledge base articles and How To videos that customers can access whenever they need them. This gives our customers the option to be able to seek help when they need it without necessarily having to pick up the phone or send an email. This year alone, we've had over 50,000 views of our knowledge base articles.

The Resource Hub is also a place where customers can put in feature requests for our product team to review. We just did our first ‘customer love’ release earlier this month which included some of the features that customers wanted to see in Duetto.

Our product team wants to make sure that customers are getting what they need out of Duetto. We are very proud of how we are able to work with our customers to constantly evolve our products.

The Hotel Tech Report endorsement is a fantastic achievement for our team. But the biggest endorsement is in our world-class renewals rate. Our customers not only enjoy our product and feel the value of our product, but they really enjoy working with our team, and we enjoy working with them.

With Duetto, you can really customize how you use our solutions to best fit your business. Our customer success managers understand each and every individual customer's needs and can help them tailor their Duetto instance to best serve them.

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