Services
Service is an integral part of who GENEX is.
It is our ability to constantly and consistently exceed our client’s expectations. It is present in every aspect of our business not just those aspects that involve face-to-face customer contact. It is our commitment to learn what our client’s needs and wants are and developing plans and actions that enable them to reach their business objectives. In a fast moving hospitality environment, it is a fact of life that technologies for providing and managing guest services are constantly evolving. Therefore, your investment in your technologies must also evolve to ensure that they do not become obsolete.
GENEX Service+ is designed to provide clients with the service and expertise to compliment our client’s business environment, enabling them to deliver the best service levels to their guests.
Service+
Service when you need it most... all the time! GENEX provides a suite of services, called "Service+" to ensure that your operation’s technology infrastructure runs smoothly and you and your systems are up-to-date.
This program includes:
1. Customer Care
2. Maintenance & Upgrade
3. Consultancy
4. On-Going Customer Product Training
Service+ Care
Service when you need it most... all the time! GENEX provides a suite of services, called "Service+" to ensure that your operation’s technology infrastructure runs smoothly and you and your systems are up-to-date.
Service+ Care features Problem Resolution Tracking (PRT) which ensures that all customer inquiries are monitored for speed of resolution and to ensure consistency in service. It also is a vehicle for user feedback, as to suggestions for changes, improvements and product enhancements.
HELPDESK: To ensure operations run smoothly, GENEX has established a day to day call centre to answer any questions and resolve system issues.
HOTLINE 24/7: The GENEX Emergency Service Team maintains a 24 hour – 7 day a week Hotline to trouble shoot and address operational emergencies and resolve urgent matters.
SYSTEM AUDIT: With System Audit, we are able to ensure that all newly installed hardware and software systems are operating and configured at optimal level from day one and on an on-going basis. This service provides for the implementation of any new systems requirements requested by the client or due to new government regulations. In addition we provide periodic assessments of staff training levels and whether retraining is required.
CUSTOMER CARE MANAGERS: Service+ Care strives to not only resolve our Clients service needs but also monitor how successful we are in taking care of those needs. Customer Care Managers are available to handle those situations that may be beyond the scope of the Helpdesk or Hotline or if we failed to meet with a client’s expectation.
Service+ Preventive Maintenance
and Upgrade Program
Service when you need it most... all the time! GENEX provides a suite of services, called "Service+" to ensure that your operation’s technology infrastructure runs smoothly and you and your systems are up-to-date.
Maximizing your ROI With over 20 years of experience in implementing new technologies in the hospitality industries, GENEX has established a comprehensive program of ongoing preventive maintenance for hardware and software products. This program has been coupled with an innovative technology upgrade registry to ensure that our client’s management systems are functioning smoothly and kept up-to-date with the latest in Management technologies.
Service+ Consultancy
Providing ready access to hospitality industry best practices
GENEX specializes in identifying potential technical or business obstacles, suggesting solutions and providing access to knowledgeable and experienced resources for any discipline within the organization. In addition, we provide clients with expertise to plan and implement operational strategies and plans, along with oversight for both pre-opening and on-going situations.
Service+ Learning
GENEX has established an eLearning Lab and a portfolio of Solutions Training Programs for our clients both current and future.
GENEX eLearning Lab provides online training for all our clients. Programs included cover many of our Solution Products and programs. GENEX Solutions Training are conducted on a regular basis in the Bangkok Metro area and several regional locations throughout Thailand and will soon be available online as part of the GENEX eLearning Lab. Future programs will soon be scheduled to accommodate clients serviced by our newest offices in Ho Chi Minh City, Vietnam and Hong Kong.