At HSM, each new customer is personally guided through the onboarding process by a dedicated Strategic Advisor that will serve as their primary contact. After a management or ownership group signs with HSM, we work with them to educate the group on program options, ensure properties are linked to HSM’s contracts and familiarize the group with HSM’s technology offerings.
We also conduct training to ensure that those purchasing at the property level understand how best to take advantage of HSM’s programs, from drop-sized incentives to deviated manufacturer pricing. For example, for customers who want to utilize our e-procurement ordering platform, BirchStreet, we help them to implement the system and to provide the training. From the very beginning, HSM is not just a procurement provider, but a partner.
During and after the onboarding process, our team of Strategic Advisors stay in regular contact to support your group as needs and priorities may change over time. From compliance reporting to new program rollouts, we ensure our partners have visibility into their participation with HSM and are kept up-to-date on HSM’s exciting new program offerings.
We realize that there is no one-size-fits-all approach to supply chain management, and each group has different needs. Our Strategic Advisors make it a priority to listen to customers, to find out what those needs are and to provide strategically customized solutions.
With layers of customer support, you can rest assured that our team is ready to help with all your needs at both the corporate and property level. While our Strategic Accounts team supports management and ownership groups at the above-property level, our hotel-level resources, including our field representatives and HSMx service desk, ensure our customers have the procurement expertise they need at all levels of their operation.
Take advantage of HSM’s unparalleled technology and property-level support, including the HSMx Service Desk, a dedicated resource team available to you and your properties. With practical hotel experience in their back pockets, our field operations team is our boots on the ground and offers meaningful insights and advice to add value and increase efficiencies at your hotels.
Whether adding a new hotel to BirchStreet or utilizing our Customer Portal (HSM’s searchable supplier database), we are happy to provide support and tips on how to get the absolute most out of our technological offerings.
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