New York, NY – December 1st, 2020 -- ALICE, a leading hospitality operations and management platform has achieved Level 1 Global Customer Support Certification (GCSC) from Hotel Tech Report. The certification recognizes ALICE’s investments in customer support, including pre-emptive support, reactive support, coaching, and customer validation.
Each month Hotel Tech Report is leveraged by more than 70,000 hoteliers worldwide to help them find technology solutions to modernize and grow their business. In creating the GCSC program, Hotel Tech Report has added an extra layer of validation for software companies who go above and beyond with their customer support. The 34-point rubric requires solution providers to open their internal systems for external verification of their processes.
ALICE’s 16-person customer success team, led by Maxine Karlinsky, ALICE’s VP of Customer Success, has spent the last seven years developing support processes, documentation, and training environments to enable the success of ALICE customers. ALICE’s support team receives high marks on Hotel Tech Report for their responsiveness and helpfulness, and ALICE’s support site offers step-by-step documents and videos for customers.
“The ALICE success team has taken a unique hybrid approach where they’ve built both scalable processes to service the mass market while also having a professional services team who serves as a SWAT team to take charge of the more personalized needs of larger and more demanding clients,” says Adam Hollander, Hotel Tech Report’s Co-Founder. “Hoteliers who choose to work with ALICE will be able to tell right from the start that the level of thought, professionalism and expertise that their team, product and processes exude is as valuable as the product itself.”
"At ALICE, we’ve learned that to give real customer service we must add something which cannot be bought or measured, and that is caring and integrity. People don’t care unless they know you care - that is why we offer the best tools and the best service to the best people on earth: hoteliers,” says Madelyn DePrey, ALICE’s Senior Director of Customer Success.
ALICE is the all-in-one solution that enables hotel staff to do the most impactful work without all the guesses. Since the company was founded in 2013, ALICE has gained significant traction in the industry, working with more than 2,500 hotels and tens of thousands of hotel staff across many of the world’s leading brands, including Marriott International, Hilton Hotels & Resorts, and Hyatt Hotels Corporation. ALICE is the 2019 Forbes Travel Guide Brand Official Staff Technology Platform, an Inc. Best Workplaces of 2019, winner of Best Concierge Software, and Finalist for Staff Collaboration, Housekeeping, Facilities Maintenance Management, and Preventative Maintenance software at the 2020 HotelTechAwards
About Hotel Tech Report's Global Customer Support Certification (GCSC)
Support is one of the most critical aspects of the vendor selection process and yet historically there has never been a way to know the quality of a company’s support, until now. Using Hotel Tech Report’s proprietary framework, companies are assessed along four key dimensions: pre-emptive support, reactive support, coaching/success and client validation to provide hoteliers unprecedented levels of transparency to more easily identify top technology partners.