A message from Tim Tiller, MSI’s President

MSI Announces Dedicated Brand Managers

To continue our 24-hour-a-day service obsession, MSI has embarked on a new Customer Assistance Center (CAC) initiative. Through this endeavor, we are replacing our current service delivery paradigm of providing support based on product (WinPM, WinSAM, EnterprisePM, POS, DOSPM, etc.) by moving to a brand-focused service delivery model. Each hotel chain or independent hotel will be supported by a dedicated Brand Support Team.

MSI will be comprised of five Brand Support Teams: Wyndham Hotel Group, Best Western International, Select Hotels Group - USFSI, Nova, and Independents. Each support team, comprised of approximately 15 to 30 brand-specialist technicians, will be led by a dedicated Brand Manager. Over the past few months, technicians have undergone training on his or her brand’s specific business and central-reservation system rules and regulations. When hiring our brand managers, we had two main goals. We needed to find strong leaders with solid hotel operations backgrounds in order to improve our ability to truly understand and respond to the business impact of the concerns reported by in-coming callers.

The following will serve as CAC Brand Managers:

> Jim Mowbray heads up the Best Western Brand Support Team
Read Jim's full bio >

> Matt Sheehan leads the Select Hotels Group – USFSI Brand Support Team
Read Matt's full bio >

> Glenn McDermott guides the NOVA Brand Support Team
Read Glenn's full bio >

> Jim Mowbray directs the Wyndham Hotel Group Brand Support Team
Read Jim's full bio >

> Nori Nathanson leads the Independent Brand Support Team
Read Nori's full bio >

In the previous service-delivery paradigm, each technician had to possess an abundance of information on all system requirements and brand specifications. The new initiative will include Intensive training to technicians to make them specialists in resolving brand-specific issues more quickly and pull the next call out of the queue for the customer.

I am confident this program will ensure MSI is exceeding the hotel's expectations while supporting each brand's specific goals. We expect to see a dramatic improvement in the average speed of answer for each support call to under four minutes, and the number of open issues to be under 175. We are very encouraged by the positive feedback that we have received from those involved in the process, and welcome our customer’s comments.