Company: Hotel Engine, Denver CO
Company Description: Hotel Engine is a Denver-based travel tech company on a mission to radically simplify trip management. By connecting a global network of businesses to partner hotels, Hotel Engine is creating a smarter and more rewarding business travel network. Hotel Engine is trusted by more than 76,000 businesses and more than 750,000 individual members. To learn more, visit www.hotelengine.com.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Team of the Year
 Nomination Title: Hotel Engine's Member Customer Support Team
- Which will you submit for this nomination, a video of up to five (5) minutes in length or a written essay of up to 650 words? Choose one:
Video of up to five (5) minutes
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video:
https://vimeo.com/794613327/19e364f48d ;
- If you are providing a written essay for this nomination, submit in this space an essay of up to 650 words describing the nominee's accomplishments since 1 January 2021:
- In bullet-list form (up to 150 words), a brief summary of up to ten (10) of the nominee's chief achievements since 1 January 2021:
Total 138 words used.
Since Jan 2021, Member Support:
- Reduced resolution times by nearly 80% despite 176% growth, 2x our business users, 5x the case volume and new international platforms
- Reprioritized cases into tiers, enabling faster resolutions, training and hiring, and ensuring expert support everywhere
- Expanded Member Support from 15 agents to 60 and continues to grow
- Grew the overnight team 250%
- Absorbed Project Services Support to provide comprehensive 24/7 service to our most complicated bookings
- Developed a people-first workplace with weekly newsletters, events, trainings and support initiatives — because happy people make happier customers
- Reduced the average resolution time for high priority cases to under 30 minutes, 24/7
- Worked with Traveler Experience to reduce check-in issues to 1% of all reservations (the industry standard is 10%!)
- Resolved 392% more cases in 2022 than in 2020
- Constantly delightedcustomers with great support
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