Customer Stories: Guest Services
Why Guest Services, a Community Management Company, Switched to Condo Control
Published on
November 1, 2024
Background
Guest Services is a unique company with over 100 years of hospitality experience, catering to high-end condominium projects in the Greater Naples area. Kurt Andre is the District Manager, Guest Services—Condominium Division. Guest Services used another property management software company to help manage their condominium community clients for approximately four years. However, its customer service and response times dropped significantly, prompting Guest Services to seek alternatives.
Challenges
Poor Customer Service
The customer service from their previous software provider declined severely over the last 12-18 months, especially when trying to onboard Guest Services’ new clients. Requests took weeks, and made Guest Services look unprofessional. Emails took 2-3 weeks for a response, and onboarding took 6-8 weeks—unacceptable for Guest Services’ clients. This is why they went to the marketplace and investigated other options.
Lacking important features
No method of quick and efficient notifications to residents in case of emergencies.
“
Condo Control’s excellent customer support cemented our decision to switch from our current community management platform. The transition to Condo Control was fantastic—easy and swift. As Guest Services onboards new properties, we confidently recommend Condo Control as our preferred community management software platform now.
Kurt Andre
District Manager, Guest Services
Solution
Guest Services switched to Condo Control for better and consistent customer service as well as access to new features like immediate notification.
Implementation
Guest Services chose Condo Control’s customer service team for its excellent support, speed, thoroughness and knowledge.
Meeting unique client needs
Condo Control met Guest Services’ unique requests, unlike their previous provider. Guest Services sells customized services and Condo Control tweaked its deliverables based on Guest Services’ individual client needs.
Instant emergency notification
Guest Services can use Condo Control’s SMS text capabilities to advise residents and report updates about storm warnings in South Florida in a timely fashion, helping to prevent loss and damages and increase community safety.
Guest Services Results Through Condo Control
Increased engagement
The board, management, staff and residents frequently use their new Condo Control community management software with 1528 log ins to date.
Enhanced Communication
Regular communication with 1984 emails sent.
Mass document management
Continuous upload and management with easy access to 1535 files to date.
Seamless transition
Condo Control managed the entire data-based transition from the old software platform with ease and no hiccups.
Award-winning customer support
Guest Services has joined with over a million Condo Control customers who benefit from its customer service holding the highest satisfaction rating in the industry.
Time saved
Meetings with Condo Control are structured and effective, so time is no longer wasted.
Access to new features
Standout features Guest Services now enjoys with Condo Control.
- SMS text
- E-voting
- Online/Virtual Meetings
- Self-serve Amenity Booking
- Vendor Management
- Parking Management
These features, combined with Condo Control’s integrated systems, were crucial in Guest Services decision to choose Condo Control.
Compliments on new community management software
Guest Services is now receiving compliments from both general managers and board members about its new Condo Control community management software that it never got with Condo Control’s competitor.
Conclusion
Implementing Condo Control’s software platform made the transition well worth it. Guest Services continuously receive fast, knowledgeable responses from Condo Control; and access to new features, like SMS text, add value to Guest Services’ management and residents alike.
Time is money. Save both.
