Instant Chat Support Connects Property Staff with Maestro Help Teams; eLearning Tutorials Give Anytime System Instruction, Plus Direct Help from Any Maestro Screen
Markham, Ontario – October 10, 2018 – Maestro PMS, the preferred cloud and on-premise PMS solution suite for independent hotels, luxury resorts, conference centers, and multi-property groups, launched a new expansion to their group of system-integrated, online Support and Training tools for users. The new enhancements are included in the latest Maestro PMS software release and give users a wide variety of preference-based options to connect with the Maestro teams.
Maestro’s newest Support and Training tools include
- Direct Help that lets users request assistance from any screen in Maestro property software and includes screen captures from the user with appropriate notes.
- Online Real-Time Support Chat that enables hotel staff to start a chat session with Maestro’s support team from anywhere within the system to get answers to questions while they work. This includes screen sharing if needed. Maestro provides transcripts of chat sessions after resolution.
- Maestro’s Support and Training Online Request Form is an automated system that lets users request support or training from a web form that is received directly by Maestro support staff.
The new Support and Training initiatives are tied into Maestro’s incident tracking system. Support tickets are created in the system for each communication and resolution with tracking numbers. This enables Maestro to optimize support response times. Now, simply sending an email to Maestro’s support team is run through an AI engine that logs appropriate incidents for tracking.
“There are many excellent systems in our industry, but our expanded Diamond Plus Support sets Maestro apart from other providers of similar solutions,” said Warren Dehan, Maestro PMS President. “We recognize that without instantly available professional 24/7 support, our clients would have to work harder. Our new Support and Training enhancements provide users with answers to system questions whenever and however they want. Personalized support lets them be more productive and confident in system usage.” Every Maestro client site receives Diamond Plus Service that delivers a client-focused approach to onsite training and implementation.
“We have also continued to enhance our eLearning offerings with new and updated training videos and self-guided tutorials,” Dehan said. “All the new Support and Training tools are included in Maestro's Diamond Plus Service, available as a standard offering to all our clients.” Diamond Plus Service already provides on-demand ‘anywhere – anytime’ online webinars, free version upgrades, and eLearning to help Maestro users develop skills and confidence in their system. “Even with all of this at the hotel staff’s fingertips, we still continue to be available to answer phones live at our North American 24/7 help desk,” said Dehan.
The Maestro Property Management System delivers flexible and scalable deployment options with an identical full-featured web browser or windows solution available in the cloud or on premise. Maestro’s revenue-generating hotel management software tools and services increase profitability, drive direct bookings, centralize operations, and provide personalized and mobile guest service tools to enhance the guest experience. Click here for more information on how to engage and socialize with Maestro PMS.