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Client Case Study: HSA International
Providing Immediate Access to Mystery Call Results

Client needs

HSA International provides training and support products, programs and services that help hotels and other hospitality organizations enhance their employees' performance. HSA wanted to provide its clients with immediate access to the results of mystery calls the company makes to evaluate clients' reservations agents. HSA considered setting up an internal reporting system, but chose instead to partner with Statability.

Services provided

Statability helps HSA secure a competitive edge in the marketplace by:
  • Helping HSA post mystery call results on the Internet in real time upon completion of a call
  • Allowing HSA to support a client's business strategy by sending an immediate e-mail notification to the hotel and other hospitality organization managers about gaps in reservation agents' performance so improvements can be made while those agents are still on the job
  • Allowing HSA to reinforce a client's company culture by sending an immediate certificate of congratulations to exceptional reservations agents with notifications to their supervisors
  • Providing cumulative reports to HSA clients so hotel and other hospitality organization managers can evaluate employees' performance over time and build effective incentive programs
  • Providing consolidated reporting that HSA clients can easily analyze in numerous ways - for example, by hotel brand, property type, geographic location, etc.
  • Eliminating paper shuffling for HSA's team members by allowing them to enter mystery call data directly to an online form
  • Freeing HSA from worrying about reporting and allowing the company to concentrate its resources on other aspects of its business
Outcome and client benefits

HSA can give its clients immediate access to the information they need to evaluate success, reward exceptional performance, and identify where results are not meeting their standards. HSA clients and employees report great satisfaction with the reporting system.

What HSA says

"We use Statability as the model for our other alliance partnerships because we have had such good success with them and our clients are extremely happy."

- Mike Hampton, Ed.D., CEO, HSA International



"Our alliance with Statability allowed us to immediately offer new options to the industry long before our competition had even gotten out of the gate with web delivery of mystery shopping. Now, Statability's innovations continue to keep us out in front while the competition plays catch-up."

- Douglas Kennedy, President, HSA International
© 2006 Statability, LLC. All Rights Reserved.