ProfitSword is a software company that provides business intelligence to companies that manage multiple departments or businesses with a niche in the hospitality industry. ProfitSword’s purpose is to provide exceptional business performance reporting software and business intelligence tools, specializing in data collection and integration, data analytics, operational functionality, and reporting at all levels of the organization.
With more than 100 hotel management or ownership groups consisting of over 3,000 individual business units, there are quite a number of systems involved in the day-to-day operations at each property and as a collection of properties within each management group. The ProfitSword suite of solutions makes it easy to manage those environments and provides visibility into all of the systems.
The company’s philosophy is simple – “Each of our clients is unique and each client is a valued partner in our business.”
Before implementing the TeamSupport B2B customer support solution, communications between support team members and their customers were done primarily via email with a basic ticket tracking software to manage tickets. “We knew we weren’t efficient,” said Paul Bennie, ProfitSword’s director of business development. “And our customers needed a more robust tool for communicating with us.”
There were more pain points the company was aiming to solve as well, such as:
“Our values, demonstrated by the way we do business and how we partner with companies to help them be successful, aligned with TeamSupport’s,” says Bennie. “It’s the right fit with our model of how we treat our customers—holding their hands throughout the entire process from sales to onboarding and beyond. It played a big role in the selection process.”
With TeamSupport’s help, ProfitSword experienced a simple and quick implementation and transition process. The company imported everything from the legacy system and was fully up and running in 2–3 weeks. Since then, ProfitSword has experienced these benefits and more:
TeamSupport was the company’s first investment in software that elevated its ability to support their customers. From there, ProfitSword added other software development tools, processes, and systems, all of which TeamSupport helped to integrate with. “TS has helped us grow into ourselves,” said Paul Bennie. He emphasizes that “TeamSupport has been very flexible as we create a total solution to manage the day-to-day operations of our business.”
During the COVID-19 pandemic the company took a very proactive approach to customer relationships. Because of the visibility into the business provided by TeamSupport, they were able to help customers change and adapt to the current environment and make the best decisions for current and future scenarios. Customers rely heavily on their systems; to them, ProfitSword is mission critical.
"The CDI, or Customer Distress Index, is a great feature that allows client support contacts to see how the client is in terms of satisfaction. As a company you are able to weigh different criteria to gauge how at risk your clients are." Vince Gajewski, Senior Manager Client Success and Training
“Define the support model that will make your team and your customers more successful, outline your needs and pain points, and set the ultimate goals for creating a B2B support model. Then seek out a solution that fits.
“Find a provider that will play an active role in your analysis of tools and leverage their resources and expertise. This will give you a good indication on if they are easy to work with and will be a true partner in helping you select the best solution.
“TeamSupport has helped us grow into ourselves which has been pivotal in elevating our ability to support our customers. Choose a solution that will not only scale with you but will also integrate seamlessly with other software development tools, processes, and systems that you adopt towards creating a total solution to manage the day-to-day operations of your business.”