ESP is here to help and support you during these difficult and challenging times
Firstly, and most importantly I hope you are well.
The recent outbreak of Covid-19 has presented unprecedented challenges to businesses throughout the world and in particular has had a huge impact on the leisure and hospitality industries. All of our customers have felt a negative impact and are having to communicate changes in operational procedures or details of temporary closure to their clientele.
We hope that you will take some comfort in knowing that we will do all that we can to help you through these troubled waters.
The Support Services we provide are still operational and Customer Support calls are being handled in the normal manner. We closed our offices yesterday as per the governments instructions but are all working remotely from home to maintain service at the highest levels possible.
Our Implementation and Training team are fulfilling many Customer requests for System Changes and are hosting several Web-based training sessions to allow your Staff to gain knowledge in many areas of the Elite system which will help you to reconfigure your systems in line with revised operational procedures (see below for details).
Our Team has been busy over the last few days offering guidance and assistance, some of the things that our Teams are doing to help our Customers are:
- Fulfilling requests for change that help enable your staff to remotely access and use the Elite application which will assist you in staying in touch with your members whilst away from your business premises.
- Making amendments to online Elite Live and Engage configuration to allow for the relevant customer communication to take place.
- Providing advice and best practice solutions regarding renewal queries from concerned customers.
Please do not hesitate to give our team a call on the usual number 0208 251 5100, if you need help with any of the above or anything else within the system. We are here to help and provide advice where we can.
Here are some useful links that may help if you wish to log calls online or carry out tasks in the Elite system.
Video and documentation links:
Raising a Support Call Online
https://www.e-s-p.com/wp-content/uploads/2020/03/Raising-a-Support-Call-Online.pdf
https://www.youtube.com/watch?v=BBF1_zx_rzM
Refunding a Booking Deposit
https://www.e-s-p.com/wp-content/uploads/2020/03/Refunding-a-Booking-Deposit.pdf
https://www.youtube.com/watch?v=q-ESDUAnSr4
Postponing a Group Booking
https://www.e-s-p.com/wp-content/uploads/2020/03/Postponing-a-Group-Booking-1.pdf
https://www.youtube.com/watch?v=Ib9Tj33iC8o
Disabling Online Bookings
https://www.e-s-p.com/wp-content/uploads/2020/03/Disable-Online-Bookings-SOP.pdf
https://www.youtube.com/watch?v=5nD3Zgw62ec
ESP GOTO WEB SESSIONS – GROW YOUR SYSTEM KNOWLEDGE
For those of you that have joined us for our How Do I sessions online, we will be increasing the frequency of these in the coming weeks to further enhance your Elite system knowledge.
Click here to view this weeks sessions. Sessions will become fully booked so don’t delay and get booked in!
To join, look out for your personal invitation email with details of how to Book your place.
More sessions are planned, so keep an eye out for further updates via email.
The ESP YouTube Channel Is Growing
Over the last few months more and more videos have been added, these videos are proving to be a real hit with new & existing staff alike.
Our current playlist of videos can be accessed here, where you can also subscribe to our channel.
If there is an ESP tutorial video you would like to see added, please email your suggestion to info@e-s-p.com and we will review your request.
We are here to help you so please do keep in touch.
Hopefully the government restrictions will be lifted in the reasonably near future and you may require further support from us to adapt to the new circumstances prevailing moving forwards. Again, we stand ready to help and assist wherever necessary and look forward to the time when your customers can enjoy the full range of your services again.
We will provide future updates as the situation changes.
In the meantime, please stay safe and do not hesitate to contact us if you need any further information.
Best wishes.
David Ross and The ESP Team