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AL: Continued Success

Alyssa Meza
Updated

Post Launch

The Context After your successful Alice launch, you have a dedicated network of resources—your Alice All-Stars—available to guide your team to continued success. Use this reference to understand who to contact, where to find answers, and how to access post-launch assistance.
 
The Data: Internal & Self-Service Resources: 

Property Champions:

  • Your internal Property Champions will be your first line of defense when staff requests and questions come up. Property Champions are the on-site ALICE experts with specific knowledge about how ALICE is being used across departments. These champions can also handle most ALICE Admin content changes.

ALICE Knowledge Portal:

Browse the Knowledge Portal to learn more about how you and your teams can self-manage your ALICE account. The following are just a sample of examples of tasks that users are able to self manage:

  • User Management (Permission/Password Updates)
  • Update SMS templates
  • Update or Add Services and Service Options
  • Update or Add Checklists and Logbooks

ALICE Support Team:

Your go-to resource for "how-to" questions or when things are not working as expected. Email support@actabl.com to initiate any of the following support requests:

  • Report Parsing Setup
  • Custom Confirmation Letter or Itinerary Creation
  • Integration Troubleshooting
  • Bug Reporting
  • Corporate User Creation
  • Support Best Practices: Always include your property information, open a new ticket per issue (do not reply to closed ticket emails), and include relevant screenshots and details to expedite the investigation.
 

Please keep these Customer Support Best Practices in mind:

  • Include property information for all requests and applicable properties for multiple property work requests
  • Open a new ticket per issue - do not reply to closed ticket emails
  • Include relevant screenshots and all pertinent details to help expedite investigation

Customer Success Team:

We’ll partner with you post-launch to consult on best practices and keep Property Champions up to date with the latest and greatest ALICE releases.

Please keep our Customer Success Team apprised of any changes to on-site Property Champions.

Business Reviews are available upon request.

Reach out to csm@actabl.com to contact our Customer Success team for strategic support including:

  • Product Functionality/Feature Requests
  • Business Review Requests 
  • Release Information/New Feature Activation
  • Customer Support Escalation Requests
  • Reporting Questions/Requests
  • Product Training Requests
  • New or Departing Property Champion Notification

Renewals & Billing Questions:

Have questions about your upcoming renewal or ongoing subscription to ALICE?

Payment portal is available to make one-time, or to set-up recurring CC or ACH payments. Reach out to our accounting team for initial access. 
 

Ongoing Learning Opportunities:

  • Join our ALICE Customer Success experts each month for ongoing learning opportunities to upskill property staff.  
     
  • Review ALICE Basics in our new ALICE Academy Series!
  • Join customer success experts for point-and-click training of ALICE Suite Products. Submit your questions ahead of time to ensure they are prioritized in the webinar!
  • Review our most recently held sessions from June 2022!




 

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