Visual Matrix is expanding hotel PMS support with the launch of a new Client Success department. Every hotel using the Visual Matrix PMS or MOP new has a dedicated Client Success Manager (CSM).
The investment expands Visual Matrix’s approach to client service beyond traditional technical support, creating a dedicated resource focused on helping hotels get greater value from their PMS over time.
A More Dedicated Approach to Client Success
Visual Matrix has long provided 24/7 support to hotels when questions or technical needs arise. The new Client Success team adds another layer to that relationship.
Each hotel is now assigned a dedicated CSM who will become familiar with the property, its goals, and how its team uses Visual Matrix. Rather than waiting for a support request, CSMs will maintain an ongoing relationship with their assigned hotels and identify opportunities to help teams make better use of the technology available to them.
This can include highlighting underused PMS capabilities, recommending relevant reports or settings, identifying training opportunities, connecting hotels with Visual Matrix resources, and helping properties prepare for changing operational needs.
Turning PMS Usage Into Greater Value
Hotels use their PMS differently, and the features that create the most value for one property may not be the same for another.
Client Success Managers will use their understanding of each hotel to make conversations and recommendations more relevant. Regular check-ins may include reviewing how Visual Matrix is being used, identifying capabilities worth exploring, discussing upcoming needs, or connecting hotel teams with additional education and training.
The goal is simple: help each property take greater advantage of the technology it already has.
Creating a Stronger Connection to Visual Matrix
The Client Success team will also create a more direct connection between Visual Matrix clients and the teams building and improving its technology.
CSMs will help bring client feedback, operational challenges, and emerging needs back into the organization, giving Visual Matrix another way to stay close to how its technology is being used in hotels every day.
That connection is especially important as hotel technology continues to evolve. Automation and AI can make software faster and more capable, but understanding how technology fits into the day-to-day operation of an individual hotel still requires context.
Visual Matrix believes both matter: continuing to invest in smarter technology while also investing in the relationships that help hotels get more from it.
Existing Support and Training Remain in Place
The introduction of Client Success Managers does not replace any of Visual Matrix’s existing client resources.
Hotels will continue to have access to 24/7 technical support, Visual Matrix University, and the Visual Matrix Knowledge Base. The Client Success team complements those resources by providing ongoing guidance focused on each property’s goals and use of the PMS.
Every Visual Matrix PMS hotel has already been assigned a Client Success Manager. CSMs will begin reaching out directly to their assigned properties to introduce themselves and establish the relationship.
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