|NOMINATED FOR BEST CUSTOMER SERVICE|
Founded in 2012, RTX has launched from its place as a newcomer in the vacation ownership exchange industry to a role as an award-winning independent company that has attracted 80,000 members and has continued to enhance and increase its services for members and partners. Customer service has always been a strong focus for RTX, as most of its executive leadership team got their start in owner services call centers. This background along with an emphasis on utilizing appropriate technology has helped RTX shine throughout 2017 and has positioned them to succeed even further in 2018.
RTX strives to put their customers first through communication, education and personalized service. The company utilizes a variety of technologies that help streamline the communications process for members, and they have systems in place to address and resolve customer complaints, while adapting as needed to prevent similar complaints from happening in the future. RTX regularly communicates with its members through multiple channels including email, social media and the company’s blog. Monthly campaigns distributed through these channels highlight a member promotion and feature a different RTX benefit and destination. These strategically planned campaigns not only drive engagement, but also help to educate members on different aspects of their benefits.
RTX provides additional communication and education through its quarterly RTX Traveler Magazine, which features a destination where RTX members can travel, and has tips throughout the publication for utilizing different aspects of membership. Original content and photography make this publication something members want to keep around for months to come.
In 2017, RTX ramped up its efforts for education by offering interactive webinars to members. RTX’s inventory manager presented on different aspects of membership through a slideshow that members could view, and they were able to write in their questions, which were answered in real time. These presentations were received incredibly well, and requests came pouring in for future webinars. The first webinar has been made available online as an additional education tool for members.
The RTX team has also attended a number of resort annual meetings to provide in-person education for owners at affiliated resorts. RTX excels in personal service with its Exchange Concierge program. Any time members submit a custom search, they are assigned one person who will work with them throughout the process. They provide members with their direct contact information and will be the only person who works on that member’s request for the duration of the search. This service has elevated the experience for RTX members tremendously.
RTX has implemented Five9’s cloud contact center software along with the Workforce Optimization Suite from Calabrio, which streamlines the process for customers and for those servicing them. The new system brings shorter hold times, more flexibility to redirect calls for better servicing, clear forecasting for better call handling, a lower abandon rate, a lower overall handle time, and better staffing due to reduced labor costs. This all adds up to lower customer wait time on the phone, and faster, more efficient service of the customer’s vacation needs. One feature of this new technology that RTX call center representatives love is that members’ accounts are tied to their phone number, so as soon as a rep answers the phone, the member’s account is on their computer screen. Something members find helpful is the callback feature. One of our members said it best in a Facebook review: “I called RTX today to renew my membership. They had an extended wait time but offered a call back option. Shortly after selecting the call back option I received a call from Ed who was very professional and courteous. He was able to quickly assist me with my renewal and he also was able to answer several additional questions I had regarding some upcoming deposits and exchanges I plan on making. I have enjoyed my RTX membership for several years now and appreciate their efforts to continually grow and improve their customer service.”
Over the past months, RTX has redesigned its website and revamped its member surveys to consistently improve service and member features. Members are sent surveys after calls with representatives, and after they return from a resort stay. This helps RTX to continuously address what members are satisfied with, and where improvements can be made. When RTX receives complaints, they are sent to a dedicated Customer Solutions Specialist team that handles email communication as well as phone calls from the field where members may be on-site at a sales center or staying at a resort. Social media profiles and blogs are also monitored regularly for comments and complaints, and each complaint received is seen through to its resolution. If necessary, additional training and education is provided to prevent any issues from reoccurring in the future.