Clubspeed - Customer Service Training Team of the Year

Company: Clubspeed, Irvine, CA
Company Description: Clubspeed offers an industry-leading all-in-one technology solution for connecting hotels, tour operators, and guests to local family entertainment centers. Their venue management software seamlessly integrates customized online booking with automated marketing tools, a powerful AI-driven POS, gamification, and revenue-driving membership plans. We serve over 500 customers in 46 countries.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - External - Technology Industries

Nomination Title: Clubspeed Customer Training Team

The core of Clubspeed’s appeal is that it offers a unified, fully integrated piece of software that can replace multiple tools and systems at the same time. By combining AI with automation, gamification, and other innovations, it has the potential to dramatically increase client facilities’ performance.

But in order to do any of that, client staff first need to be trained. Because we customize our product for every facility, each client’s training needs are different—individual employees will have different overlapping or combined roles, responsibilities and management structures will vary, and needs around attracting and retaining guests can diverge significantly. And while their outcomes goals are always the same—deliver a better guest experience, streamline operations, and increase revenue—every customer needs a unique strategy for using Clubspeed’s many functions to achieve them. Over the past 18 months, our training team has used three mutually supporting process innovations to personalize their service more quickly, more thoroughly, and more flexibly.

Clubspeed offers an industry-leading all-in-one technology solution for connecting hotels, tour operators, and guests to local family entertainment centers. Their venue management software seamlessly integrates customized online booking with automated marketing tools, a powerful AI-driven POS, gamification, and revenue-driving membership plans. They serve 500 client locations in 46 countries, processing more than $1 billion in annual transactions for over 20 million guests.

Created external knowledge base. Our first move was to create a mechanism for customers to access our internal cloud-based knowledge base, along with a systematic process for adding new learning to it. As a result, knowledge base expanded 20% more this year than it did over the last five years combined.

Clarified decision-making with a new management team. We re-organized the training staff around a new customer success management team. That team then handled the adoption of a new method for measuring the success of each training process, combining rich metrics (NPS, feature adoption and usage) with qualitative assessment (customer journeys, support surveys, relations). The new method lets us better target new features, additional trainings, and support processes to each client’s needs.

Systematized pre-training research. Additionally, we have leveraged the Clubspeed platforms’ rich data collection functions to customize our trainings. The process relies on semi-scripted interviews, Loom video clips demonstrating processes, sequences of live remote trainings, and “report cards” from the previous quarter. The report cards are automatically generated and show the customer key numbers: features requested, bugs fixed, tickets called in and tickets closed, tickets per educational weekend. Taking client feedback into account, the report card is then used to structure a personalized training session.

Thanks in large part to the efficiency and power of those improvements, the customer training team had their best year on record. Overall customer satisfaction is up from 73% to a phenomenal 94%, and every customer feedback form we receive lists the quality of our customer support—including training—as one of the top two reasons that Clubspeed makes a difference for them.

The knowledge base saw a huge uptick in utilization as it expanded and was incorporated into some trainings, and customers have seen a significant improvement in their ability to self-service around common technical and process issues. When combined with the intensively customized trainings we are now able to provide, we’ve seen a 30-40% drop in troubleshooting questions coming to our support desk.

Attached is company overview with public customer comments on the company and the impact we have had on them.

Attached is detailed information on how support and customer success processes.