Supporting our clients every day
Our Client Success Team is the first point of contact for clients who need help with their Net Affinity systems.
With extensive knowledge of our products and platforms, the team is on hand to answer day-to-day queries, troubleshoot issues and provide clear, practical support when it’s needed.
Each member of the team is cross trained across Net Affinity’s products, so clients benefit from shared knowledge and experience across the entire team. Their backgrounds in hospitality, along with wider experience in areas such as revenue management and digital marketing, also give them a strong understanding of the challenges hoteliers face every day.
Meet our client success team
Our Client Success Team combines hospitality experience, product knowledge and a genuine commitment to supporting our clients.
Milena | Client Success Team Lead: A longstanding member of Net Affinity’s Client Success Team, Milena’s dedication to our clients, extensive product knowledge and passion for providing excellent support have seen her progress to Client Success Team Lead.
With a background in hospitality, Milena understands the pressures hotel teams face day to day. She now leads the Client Success Team in delivering consistent, responsive support while ensuring knowledge is shared across the team and our clients continue to receive the high standard of service they expect from Net Affinity.
For Milena, one of the most rewarding parts of the role is knowing that the team has understood a client’s query and helped them find the right solution.
Thuli | Senior Client Success Executive: As a Senior Client Success Executive, Thuli brings experience and in-depth knowledge of the Net Affinity platform to the team.
Whether responding to system queries, helping troubleshoot an issue or guiding clients towards the right functionality, Thuli is focused on making support straightforward, efficient and easy to understand.
As part of our cross-trained Client Success Team, Thuli provides assistance across the Net Affinity product suite, helping clients find the answers they need as quickly as possible.
Storm | Client Success Executive: As a Client Success Executive, Storm supports clients with their day-to-day questions across the Net Affinity platforms.
From investigating system queries to helping clients understand different functionality, Storm works closely with the wider team to ensure clients receive clear and helpful support.
This collaborative approach means our clients benefit from the knowledge and experience of the entire Client Success Team.
Noni | Client Success Executive: Noni supports Net Affinity clients with their everyday product and system queries, helping them navigate the platform and find the information they need.
From answering questions to investigating issues and connecting clients with the appropriate support where required, Noni plays an important role in providing the responsive and personable service our clients value.
Like every member of Client Success, Noni is cross-trained across Net Affinity’s platforms, helping us provide a consistent level of support across our products.
Our client support in numbers
Great client support is something we continuously measure, monitor and improve.
96% – Client Satisfaction Score YTD: Clients regularly cite our team’s friendliness, quick response times and expert knowledge among the reasons for rating their support experience so highly.
18 minutes – Average First Response Time for Email Support: Our first-response target is two hours – a target we’re currently meeting 97% of the time.
52.5 – Net Promoter Score (NPS): While our NPS reflects the wider Net Affinity client experience, the Client Success Team plays an important role in the support and service our clients receive.
Charlene McGovern, Client Experience & Service Delivery Manager, said: “I’m incredibly proud of the team and the dedication they bring to supporting our clients every day. While our satisfaction scores and support metrics are exceptional, it’s not just about the results we achieve, it’s about how we achieve them. The team takes the time to listen, understand each client’s challenges and provide personalised, solution-focused support.“
“As a client-first organisation, we put our clients at the centre of everything we do, and the team brings that philosophy to life in every interaction. The trust our clients place in us, the feedback they share and our consistently strong satisfaction scores are a real testament to the team’s expertise, dedication and genuine care. It’s a privilege to lead such a talented group of people who are committed to delivering an exceptional experience and building lasting relationships with our clients.”
How we support our clients
Providing excellent support goes beyond responding to individual queries. We continually look at how we can make information more accessible, help clients build their knowledge of our platforms and use their feedback to improve the overall Net Affinity experience.
Our client charter: Our Client Charter sets out the standards clients can expect when working with Net Affinity.
It helps us maintain a consistent approach to communication, service and support, while ensuring the client remains at the centre of how we work.
Listening to client feedback: We actively gather feedback throughout the client journey and use it to identify opportunities to improve our products, processes and support.
That feedback is also shared with teams across Net Affinity, helping us understand what is working well for our clients and where improvements can be made.
Training and support resources: Alongside direct support from the team, clients have access to a growing range of resources including our knowledge base, webinars and training materials.
We are working on expanding our online learning content, giving clients greater flexibility to learn more about Net Affinity products, refresh their knowledge and complete training in their own time.
Introducing Cara, our AI customer agent
Cara joined our client support offering in February, providing clients with another way to quickly find answers to Net Affinity product queries.
The Client Success Team continually monitors the information available to Cara to ensure she has the knowledge needed to provide useful and accurate support.
Cara currently handles approximately 20% of day-to-day queries. Where a query requires further investigation or support, it is handed over to a member of the Client Success Team.
This helps clients receive quick answers to more straightforward queries while giving the team additional time to focus on issues that require more detailed investigation.
Working together to support our clients
While the Client Success Team provides first-line system support, delivering a strong client experience involves teams across Net Affinity.
Client questions, feedback and insights can involve collaboration between Client Success, Product, Development, Digital Marketing, eCommerce and other teams across the business. This helps us make sure queries reach the right people and that client feedback is understood across the company.
We also believe it is important to recognise our clients’ successes. Whether a client has resolved an issue, become more confident using a Net Affinity product or achieved strong results through our technology, those successes are shared and celebrated across the team.
What our clients say
Our clients are the best people to explain what working with the Net Affinity Client Success Team is really like.
“I can’t praise your team enough. Every time I deal with another customer service team, my expectations are high, but no one comes close to the level of service you provide. Thank you for all your great work.”
“If every support team worked the way you do, no one would ever have any issues. The level of service is exceptional.”
“Milena, Noni and Storm are absolutely wonderful. They are always so helpful, and their patience is incredible!”
“Charlene and Milena were incredibly helpful and resolved my issue very quickly. They handled everything with such friendliness, patience and professionalism.”
Need support?
Whether you have a product question or need assistance with one of our systems, our Client Success Team is here to help.