Training & education From bespoke training programmes to 24/7 support teams and company super-users, how are software suppliers helping spas get the most out of their systems?
our spa has a newly-installed management system with a depth of functionality – offering greater operational efficiency, alongside a plethora of business analytics. But how do spas access that breadth of functionality and what training and support is on offer to help achieve optimum business value?
THE WHY, WHAT AND HOW From 24/7 support teams, guided tutorials and bespoke educational programmes to training conferences, in-site walk-throughs and super-users, software companies offer a multitude of training scenarios, but with one goal in mind: to help businesses learn in the most efficient way possible.
Most software suppliers offer a basic training programme which is clientcentric. Key to providing that tailor-made support is in understanding why a spa operator needs a business management system in the first place and the nature of their particular goals. As Frank Pitsikalis, founder and CEO of ResortSuite, says: “We always start with the ‘why’ before we begin explaining the ‘how’.” Leonie Wileman, COO of Premier Software, agrees: “Prior to installation we work closely with the client to ascertain what main functions they’ll be using and by whom, and build this knowledge into the initial training programme.” Premier’s bespoke training ethos resonates with client Helen Cain, group spa manager of 10-plus sites at Harbour
Training at Mindbody is handled by an onboarding department of 80 people
Hotels, UK. “We spoke with Premier very early on to make sure all areas of the software were covered in the shortest amount of time taken out of the business,” she says. “Prior to training, team members found simple processes long-winded and often misunderstood or didn’t know the most efficient way to use the software. Premier’s training takes you through how to use Core, its flagship business management system, efficiently, saving time.” ResortSuite delivers its training to clients in a variety of ways, with configuration training often undertaken online remotely, while go-live and end-user training is always conducted onsite: “Training topics are dependent on the property and the ResortSuite
Mindbody offers a lot of different training resources like videos, articles, guided tutorials, webinars, in-site walk-throughs and staff certifications KATIE PHILIPP, MINDBODY
100 spabusiness.com issue 2 2019