After announcing a $2 million investment in updating their hotel partners’ broadband infrastructure technologies, iBAHN’s is developing its premium customer relationship model—the Platinum Service Team.
Hoteliers serviced by iBAHN’s Platinum Service Team will have the excellent customer care they’ve come to expect from iBAHN, but with a dedicated, regional team of experts including technicians and account managers on-hand to quickly respond to immediate requests. iBAHN’s Platinum Service Team is a personal, high-touch service that isn’t available from other broadband providers. It’s designed to especially benefit high-end hotel properties with large conference spaces requiring specially tailored, complex Internet solutions.
“The performance and the service (of the Platinum Service Team) have been great,” said Frances M. Chiaretta-Smith, event technology manager at the Albany Marriott.
iBAHN’s new customer service model has been piloted in two regions over the summer and is planned to finish rolling out in North America by October 2006
“We recognized that due to the intricate operations of many full-service hotels, we needed to develop a new service model in order to best-meet their immediate needs,” explained James E. Jones, iBAHN’s newly appointed vice president of client services. “Based on findings from customer surveys, iBAHN has created the Platinum Service Team to directly focus on these hotels.”