Customer Direct
714 Spirit 40 Park Drive
Chesterfield, MO, 63005

http://www.customerdirect.com


Product Name: HSIA Inbound Technical Helpdesk Support

Together, Customer Direct and the client, a large provider of HSIA (high-speed Internet access) technology to the hospitality industry, began to lay the groundwork for a holistic guest support process, with a clear program purpose: “Building guest loyalty for hoteliers." Since launching in early 2005, the program has grown to support in excess of 100,000 hotel rooms; from Hong Kong to Great Britain, and from exclusive five-star mega-properties to roadside inns. Each month, the guest program cares for tens of thousands of hotel guests and their need to stay connected with their office, home, e-mail, and lives. In excess of 90 percent of calls are resolved on a first-call basis, and over 99 percent of trouble tickets are recorded as "happy" or "very happy" in regards to guest mood. The tremendous growth of 2005 is expected to double in 2006, and is a testament to a process for guest satisfaction that works.