happykeeper
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This is a follow up report on the topic posted previously about switching reservation software. As many of you may remember, we were interested in exploring other options than our current reservations program. We had REZ GT without support because the way they did business had changed and we did not change with it. In some ways, we had become an orphan of sorts. At the time, we did some initial comparisons and it looked as if the cost for the system we wanted to try would be similar to the cost of REZ GT if we were to move onto a support contract. SOOOO... we decided to try something else and see if it met our needs. Of particular interest, we were getting ready to take a vacation and we were curious about using web-based software that could be accessed from any computer anywhere. The following is the summary of that experience with some reflections about the challenges we face when we want to try new things.
First, let me say that the folks at ResNexus were wonderful. They worked with us to get us up and running in a couple of days. They helped us generate a good-looking reservation page that was taking reservations within no time. They spent time with us doing some training and they helped us understand how the program they have works. The highlight of our experience with them was a personalized customer service model that is clearly a good fit for many happy customers.
Second, let me say that their reservation program was a less than ideal fit for us. The way we are structured required more flexibility than Nexus was able to deliver. Since we offer a three-tier reservation schedule that is sort of a sliding scale, we needed to bend the program in ways it doesn’t bend. The result for us was that reservations were not coming in at the proper pricing and this required a fair amount of work to correct.
We decided that the potential benefit of traveling computer free was outweighed by our need for more flexibility. Unfortunately, this prevented us from tapping into what appears to be a very solid marketing program. After a brief two-week trial, we reverted to our previous program, REZ GT, before going on our trip.
THE BACK STORY
This is what you like to see from companies you work with. They are willing to let you go without penalties or headaches, they are willing to let you sample their wares without risk, and they are comfortable leaving the door open for your return. Imagine if all companies had enough faith in what they do to give that.
Since we knew we were going to need our system for travel, we contacted Rez GT three business days before our departure to facilitate our return and to address our need to have an operating system on our laptop. As we had discovered a short time earlier, they were now offering three computers for an added monthly charge of $10 instead of two. This addressed one of our needs- to have the program on our laptop for those limited times when we are traveling without having to pay $120 in perpetuity for a third license.
They went to work and had us customized and functional for travel in 48 hours. Our computer went with us and we had complete access to our reservations during our absence from the inn. Everything worked fine. We took several reservations from South America, they came in at the right prices, and we had full access to the system.
CONCLUSION
We went out and tried something else- it didn’t meet our particular needs- and we returned to the program we had. In the end, we would think it was a worthwhile exercise. We have since included support into our arrangement with Rez GT and we are looking forward to exploring how to take advantage of some of their new features.
We think ResNexus has many satisfied customers for whom their system is a very good fit. We were grateful for their efforts on our behalf and we think there is a future for what they offer.
We think Rez GT went out of their way to win us back. We publicly thank John B.
We think forums like this play an important role in how companies get information about their customers and respond to them.
[edited by swirt to get rid of microsoft formatting junk]
First, let me say that the folks at ResNexus were wonderful. They worked with us to get us up and running in a couple of days. They helped us generate a good-looking reservation page that was taking reservations within no time. They spent time with us doing some training and they helped us understand how the program they have works. The highlight of our experience with them was a personalized customer service model that is clearly a good fit for many happy customers.
Second, let me say that their reservation program was a less than ideal fit for us. The way we are structured required more flexibility than Nexus was able to deliver. Since we offer a three-tier reservation schedule that is sort of a sliding scale, we needed to bend the program in ways it doesn’t bend. The result for us was that reservations were not coming in at the proper pricing and this required a fair amount of work to correct.
We decided that the potential benefit of traveling computer free was outweighed by our need for more flexibility. Unfortunately, this prevented us from tapping into what appears to be a very solid marketing program. After a brief two-week trial, we reverted to our previous program, REZ GT, before going on our trip.
THE BACK STORY
This is what you like to see from companies you work with. They are willing to let you go without penalties or headaches, they are willing to let you sample their wares without risk, and they are comfortable leaving the door open for your return. Imagine if all companies had enough faith in what they do to give that.
Since we knew we were going to need our system for travel, we contacted Rez GT three business days before our departure to facilitate our return and to address our need to have an operating system on our laptop. As we had discovered a short time earlier, they were now offering three computers for an added monthly charge of $10 instead of two. This addressed one of our needs- to have the program on our laptop for those limited times when we are traveling without having to pay $120 in perpetuity for a third license.
They went to work and had us customized and functional for travel in 48 hours. Our computer went with us and we had complete access to our reservations during our absence from the inn. Everything worked fine. We took several reservations from South America, they came in at the right prices, and we had full access to the system.
CONCLUSION
We went out and tried something else- it didn’t meet our particular needs- and we returned to the program we had. In the end, we would think it was a worthwhile exercise. We have since included support into our arrangement with Rez GT and we are looking forward to exploring how to take advantage of some of their new features.
We think ResNexus has many satisfied customers for whom their system is a very good fit. We were grateful for their efforts on our behalf and we think there is a future for what they offer.
We think Rez GT went out of their way to win us back. We publicly thank John B.
We think forums like this play an important role in how companies get information about their customers and respond to them.
[edited by swirt to get rid of microsoft formatting junk]