Clubspeed - Young Customer Service Professional of the Year

Company: Clubspeed, Irvine, CA
Company Description: Clubspeed offers an industry-leading all-in-one technology solution for connecting hotels, tour operators, and guests to local family entertainment centers. Their venue management software seamlessly integrates customized online booking with automated marketing tools, a powerful AI-driven POS, gamification, and revenue-driving membership plans. We serve over 500 customers in 46 countries.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Young Customer Service Professional of the Year - Technology Industries

Nomination Title: Jon Benson

Clubspeed offers an industry-leading all-in-one technology solution for connecting hotels, tour operators, and guests to local family entertainment centers. Their venue management software seamlessly integrates customized online booking with automated marketing tools, a powerful AI-driven POS, gamification, and revenue-driving membership plans. They serve 500 client locations in 46 countries, processing more than $1 billion in annual transactions for over 20 million guests.

Jon has been a power player in Clubspeed’s internal and customer-facing initiatives over the past 18 months. As we have adjusted our processes and worked to increase both employee and customer satisfaction, we have relied on Jon’s incredible ability to define complementary roles for all of the participants in complicated, long-term interactions. Although he made his impact felt during his previous four years at the company, the time period since 2019 has seen him take the lead on major projects in a new way. The impact of that leadership had been felt throughout the organization.

Jon’s central achievement was to build an entirely new onboarding program for our Customer Success team. As we were redesigning our approach to productivity in Customer Success, we knew that we would need an onboarding system that allowed customers to onboard faster, let us support them better, and helped them feel more in command of the changes in their day-to-day work lives as they got used to using Clubspeed.

The new system has technical, HR, scheduling, and resource components. It is based Jon’s work conducting a full, detailed mapping of our previous onboarding lifecycle, showing every required and optional interaction between Clubspeed staff and customer organizations. He was careful to note which roles and individuals needed to interact with which others.

From that starting point, he outlined a process designed to ensure mutual commitment: deadlines are automated and supported by multiple forms of reminders and messages, lifting much of the burden of coordination from individuals and replacing it with an automated system. The dual-path design allows each customer to select either a “basic” or “advanced” onboarding process, depending on the complexity and scale of their software and support needs. Each path includes many customized aspects, resulting in technology that is tailored to the technical ability of the end user.

Finally, as we have adopted the new system, Jon has been instrumental in forming our new Customer Success Management team, and helping them stay focused on shepherding clients through the adoption of our software once onboarding is complete.

At a recent 6-month retrospective, we evaluated the success of Jon’s new onboarding system using three metrics: install rate (which tracks successful completion of onboarding), personnel required to achieve that rate, and customer feedback.

The install numbers blew past our projections, showing a 64% increase the quarter Jon’s system went live, averaging out to a 30% increase for the whole year. And we achieved those results with exactly the same team we had last year, for a total of 0 personnel growth. The increased performance was 100% efficiency-based.

Finally, there’s the big number: 100% customer satisfaction. Jon’s personal customer evaluation track record breaks down to 10% “good” ratings, with every other review—the remaining 90%—at “great,” the most positive response we collect.

Attached is company overview with public customer comments on the company and the impact we have had on them.

Attached is a picture of our hard workingteam member, Jon Benson.