InnLink
Company: InnLink, Hendersonville, TN
Company Description: InnLink, celebrating 20 years of service, is a brand of TravLynx and takes pride in their ability to provide its properties outstanding customer service and cutting-edge CRS technology that includes mobile and social media functionality for hotels and hotel companies. InnLink is part of the family of TravLynx brands which include – InnLink, InnVite and VisitUs.
Nomination Category: Sales Awards Department Categories
Nomination Sub Category: Sales Department of the Year - Hospitality & Tourism
Nomination Title: InnLink: Providing Reservation Services and Revenue Solutions with Superior Service
Tell the story about what this nominated department achieved since the beginning of July 2011 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Great customer service is the foundation upon which TravLynx and its brands are built. InnLink, one of the brands of TravLynx, provides reservation services including voice, internet/mobile/social media booking engines (IBE), Global Distribution Service (GDS) and OTA connectivity with revenue management services to thousands of hotel and resort properties. InnLink has one of the most unique promises in the hospitality industry, the InnLink Gold Standard of Service – “All calls and emails for service and support are responded to within 60 minutes, or you can tear up your contract.” This bold promise, instituted in 2007, is literal. To date, InnLink has not lost one customer by failing to deliver on this promise.
With the launch of the parent brand TravLynx in 2012, there were some changes to the Customer Service Department. Staff was increased and repositions were made based on employee strength so that they could best service InnLink customers. New customer training programs were created to assist with new processes. Additionally, employee empowerment initiatives were launched to assist all staff in being the best they could be in their area.
With the InnLink Gold Standard of Service as the basis for the Customer Service Department, Lynn Hollingsworth, InnLink’s Director of Customer Service, has led the department to one of its most successful years. InnLink’s metric goals are set annually based on the previous year’s tracking/trends. Overall, InnLink is focused on delivering exceptional customer service while tracking costs, efficiency and escalation time frames.
Once a hotel property becomes a client of InnLink, it is the Implementation Team in the Customer Service Department that is responsible for connecting the property with the appropriate InnLink services. Faster implementation results in the property activation on websites and display to travel agents so reservations and revenue can begin to grow.
From 2011 to 2012 InnLink increased their account base with 42% more properties, improved efficiency and continued to meet the Gold Standard Guarantee ensuring excellent service. The 2012 major metrics for customer service success are listed below with the corresponding change from 2011 to 2012:
• Implementation Days to Activate = Days to turn property on or activate from contract (19% improvement).
• PMS Days to Activate = Average days to activate PMS (Property Management System) interface based on PMS Request Date (37% improvement in days to activate).
• Customer Service Cost per Property = Customer Service Expenses divided by number of active properties (19% improvement).
The improvement in every targeted customer service metric while the company was experiencing 42% property growth is truly impressive. Accomplishing these goals while maintaining the InnLink Gold Standard of Service for customers truly sets InnLink Customer Service apart from other companies.
Provide a brief (up to 100 words) biography about the leader(s) of the nominated sales organization:
Kristin Intress is the Owner, President and CEO of the established hospitality and hotel reservation service, TravLynx (with InnLink, InnVite and VisitUs as managed brands). Intress has an extensive career in the hospitality industry, with over 15 years experience in entrepreneurship, sales and marketing. Intress understands and emphasizes the Customer Service aspect in all respects of the company and supports her team in being the leaders in the industry.
Upon taking her role at InnLink in 2007, Intress built the company to enhance the experience of its guests, customers, business partners and employees.