| 1.
My hotel staff helps our guests with their HSIA questions, isn't that enough? |
| For a small independent hotel, maybe. However, most brands require 24/7/365 tech support services. Due to shift changes and turnover, it's often hard to provide consistent levels of tech support with in-house staff alone. Call center personnel are trained to provide excellent assistance to every caller. |
|
|
|
| 2.
Why do I need 24 / 7 professional HSIA tech support? |
| Providing accountability and measurable results, our process was developed through over 145 years cumulative experience. |
|
|
|
| 3. Why is great tech support so important? |
Good Tech support does more than handle your guest's calls for OnLine connectivity. Good tech support interfaces with your guest while they need help. How quickly and professionally your guests are assisted is extremely important to the guest's experience and the guest comment scores, as well. Poor support often results in lost room nights. |
|
|
|
| 4. What does it take to provide great tech support? |
| Good Tech Support starts long before the guest calls. Being prepared with the technical and logistical knowledge of the hotel's system helps the agent understand the issues and solutions best suited to the specific property. Providing Tier 1,2 & 3 tech support maximizes your guest's the opportunity to get OnLine. |
|
|
|
| 5. Does RTM monitor the HSIA equipment? |
Absolutely! All High Speed Internet equipment needs to be monitored to ensure the system is up and ready to meet your guest's expectations. Monitoring can alert the call center to failing, or dead equipment, thereby proactively providing a solution before it becomes a guest service issue. |
|
|
|
| 6.
What does it take to change from my present provider to RTM? |
That would depend upon several factors. Often, the conversion is seamless, however when proprietary equipment is involved, accommodations must be made to provide good remote connectivity from the tech center. Please contact RTM for a more complete answer. |
|
|
|
| 7. Where is the RTM call center located? |
In the USA. RTM utilizes an all American TEAM providing 24 / 7 / 365 support for our clients ensuring quality assistance and results. |
|
|
|
| 8. How does RTM handle equipment failures? |
RTM's call center makes every effort to revive any failing off line equipment. However, when replacements are necessary, equipment is quickly programmed and shipped for installation by either the hotel's maintenance staff or an outside technician. Whenever possible, we work with key personnel on property to avoid further technician costs. |
|
|
|
| 9.
How long has RTM been providing tech support services? |
Now in our 5th year, RTM provides 24/7/365 tech support services for over 25,000 rooms nationwide. |
|
|
|
| 10.
How do I get started? |
You can complete the inquiry form found on the Contact Us page, email Steve Powell @ spowell@rtm-inc.com or call 407/998-8000. |
|
|
|
