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A New Dawn in B2B Customer Service

How Was Your Swim? 

Changing the Way Customer Service is Offered in B2B

Technology has not only significantly changed consumers expectations, it has also made it easier than ever for them to take their business elsewhere. B2B and B2C customers are no longer willing to call a 1-800 service number and wait for the next representative to help them; they now expect to engage with companies across every channel of service and any device—anytime, anywhere.

photo of a woman holding smiley face emoji in front of her face

It is with this in mind that Superior Pool, Spa & Leisure spent two years developing a forward-thinking and technologically advanced approach to the service it was offering to its B2B customers. The goal? Improve the service not only for its own customers (including hotels, fitness facilities and condos) but to the end user as well (i.e. condo residents, fitness centre members, and hotel guests).

“We aren’t just interested in our customer’s experience with us,” says Superior’s COO Mehdi Pahlavan. “We are concerned with how THEIR customer (including residents, hotel guests etc) are interacting with the facility”.

A Cloud Above All Other Service Companies

In 2018 the company launched the Superior Advantage, a fully customized Customer Service Cloud Platform specifically designed for pool maintenance and service and the first of its kind in the aquatics service industry. The cloud platform, which is included in all Superior maintenance contracts, allows customers to access pool records, book maintenance appointments and rate the quality of the service work at the touch of a button, anytime and anywhere. It also lets them voice any concerns right from the same place. The platform has led to the resolution of all service issues from 5 days to just 1 day, way ahead of industry standards.

Now Superior has launched the next phase of its customer service initiative: ‘How Was Your Swim?’. In 2019 Superior will install signs in 200 high-end swimming pools in the Greater Toronto Area. The purpose? To gain specific and tangible feedback on user experience. “This new initiative is all about the impact on the end user,” says Pahlavan. “After 45 years, the time has come to offer them a stake in their happiness and enjoyment at the pool.”

graphic showing Superior Pool's How Was Your Swim feedback questionnaire

How it Works:

Upon leaving the pool changing room, swimmers are invited to connect to myswim.in. Once there, they are asked to input the property’s 5-digit location ID (each property has its own number as indicated on the sign), followed by a simple question: Please rate your overall satisfaction of your swim in the pool or in the hot tub.

Users can then choose Highly Satisfied, Satisfied, Neither Satisfied nor Dissatisfied, Dissatisfied, or Highly Dissatisfied, followed by a request for feedback.

The kind of feedback could include: The water looked cloudy, the pool was too cold, there was hair in the water, or other swimmers weren’t adhering to safety rules.

Once they have submitted their responses, the information is immediately sent to the facility’s account where the data is compiled and a report is available when management logs-in to its Superior’s Cloud Platform.

Photo of a man swimming in a pool

Big Benefits for Customers AND End Users

The advantage to Superior customers? Facilities get instant, first-hand feedback from its end users. Facility management also gets compiled data and recommendations allowing them to adjust operations and/or make repairs as needed. Once a concern has been logged, the facility can make a service request directly with Superior without ever having to log-out of the cloud account.

And what is the advantage to end users? It allows for quick resolutions to any and all problems. For example, if a concern is reported on a weekend facility management is alerted immediately. Once Superior has been notified they can, with the help of any on-site staff, resolve the issue before the user returns to swim on Monday. Ultimately this leads to less disruption as well as a safer, cleaner and more positive experience for the end user.

“This is the technology Superior has developed over the past 24 months,” says Pahlavan. “We want to take our service to the next level and offer both customers and end users the absolute best, cleanest, safest and most enjoyable swim experience out there.”

So what’s next in customer service now that Superior has set the bar high? The company has plans to continuously improve and will be unrolling new, even better initiatives in the coming months and years.  

“The way customer service is being offered in the B2B arena has changed and shifted from the days when people made verbal comments and complaints or filled out a card,” says Pahlavan. “This is the future of how customer service is being offered and Superior is at the forefront of this movement.”

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CONTACT

4 Paget Road, Unit 7
Brampton, Ontario
Canada, L6T 5G3

Telephone. 416-665-0410
Toll Free. 1-800-881-1625
Fax. 416-665-6877

ASSOCIATIONS

Federation of Rental-housing Providers of Ontario The Association of Condominium Managers of Ontario  

Canadian Condominium Institute Hotel Engineering / Facility Manager's Association of Toronto

 Greater Toronto Apartment Association  Association of Pool & Spa Professionals 

Pool Hot Tub Council of Canada