CUSTOMER SUPPORT

Client Testimonials

Intercontinental Los Angeles
I wanted to take the time to email you both and say how much I appreciate your support team's help. Nicholas has helped me to better understand the SIMS module and assisting in my guests needs. There have been several times that Nicholas has resolved my needs such as logo change, ordering desktop modules, and port problems. He is a great addition to your level 2 team and he certainly has great customer service. Doan has been very instrumental in the success of our Vocera. The past couple months, I have had no issues with our wifi.
Adam Jones, Systems Manager
Marriott - Fairfield
I just wanted to drop you a note and let you know how much of an impact the Superclick server has had on our hotel. Prior to our install, the hotel ranked 496 out of 514 Fairfield Inns in the country. Since the install, we have improved all the way to #3 in the country out of 520 hotels. Thank you again for your support!
Jeff Shockley, GM

Deploying the Superclick Networks Intelligent HSIA solution within your property will significantly improve the overall performance and functionality of your HSIA wireless/wired Internet amenity, delivering a positive guest experience and increased Guest Satisfaction Scores.

However, when your guests do require support, Superclick Networks provides efficient, integrated and highly skilled, 24/7, toll free guest support services within a range of Premium, Enhanced and Standard SLA service levels to our global properties.
Our property clients receive a level of extraordinary customer service due to the ability of our Support Services team to have access to a real-time knowledge base with live visibility right to the property IP network, guest room and Internet connected devices of your guest delivered through MaMA (Monitoring and Management Application) and network discovery/system mapping, which are enabled with the deployment SIMS Intelligent HSIA Gateway.

The Superclick Networks in-house, HQ-based, Guest Support Services center offers:

-24/7 multilingual toll-free Level 1 guest technical support

-24/7 Level 2 property staff technical support, network monitoring, and issue-resolution

-24/7 Level 3/NOC infrastructure technical support and issue-resolution

-24/7 IP edge device monitoring and problem/issues digital notifications, leading to proactive issue resolution

The Company's call center support is multi-lingual, with representatives serving English, French, Spanish, Mandarin and Arabic speaking customers. Our automated Interactive Voice Response service can also serves customers in English, French and Spanish.

All support calls, originating from installations outside of North America are supported by Voice over Internet Protocol ("VoIP") into our Network Operating Center ("NOC"). This eliminates the expense of long distance fees for customer’s international properties and locations.

Detailed Support Service analytics and reporting are generated and available to review with the Support Services management providing the ongoing data required to optimize the support services offering for your guests.

Superclick Networks Inc.

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