The team explains the difference between customer success (proactive support) and traditional support (reactive help), highlighting their efforts to engage clients regularly to ensure they utilize all features effectively.

We discuss the challenges of reaching clients, especially those who prefer minimal contact, and the significance of maintaining relationships to enhance client satisfaction and retention.

We also touch on the onboarding process, the importance of understanding client needs, and the value of referrals. Overall, the conversation underscores Bookster's commitment to customer success as a key driver for both client satisfaction and business growth.

What is Customer Success?

Ensuring that our clients, who are holiday rental agencies and property managers, get the most out of our software.

How does customer success differ from support?

Customer Success is proactive, focusing on helping clients maximise their use of the product, while support is reactive, responding to client inquiries and issues as they arise.

Do clients like being contacted?

It's about 50-50; some clients appreciate proactive contact and look forward to it, while others may prefer to be left alone and don't respond.

Methods to keep in touch with clients

Bookster uses phone calls, emails, video calls for account reviews, and even has a weekly drop-in call for clients to join and discuss any issues.

Time Zones

Bookster accommodates clients in different time zones by offering flexible scheduling for calls, often arranging meetings at times that suit the clients.

Business Model Importance

Customer Success is crucial because retaining clients is more cost-effective than acquiring new ones, and happy clients are more likely to recommend Bookster.

What is one unique approach Bookster takes?

We emphasise knowing clients personally, which helps in providing tailored support and maintaining strong relationships.

Working with third party service providers as a SaaS product.

The Bookster podcast, hosted by Simon and featuring CEO Robin Morris and guest Adam Aaron, discusses the importance and challenges of third-party integrations in their holiday rental software.

They explore the benefits of using trusted third-party services like Booking.com and Stripe for payment processing, emphasising the need for strong relationships with these providers to ensure reliability and support. The conversation highlights both positive experiences and challenges faced with various third-party providers, including issues with support and communication that can impact their clients.

They conclude by stressing the importance of modular software design to facilitate easier changes in providers and maintaining a focus on delivering a seamless user experience for their clients

Positive Experiences

Essential services like Booking.com and Stripe, which are crucial for clients' operations and provide peace of mind to end users. 

Red Flags

Red flags include poorly documented APIs, lack of responsive support, and time zone issues that can delay communication. 

Customers Perspective

Generally, customers do not care about the third-party providers as long as the product works effectively for their needs.

What is an API?

An API, or Application Programming Interface, is a set of protocols that allows different software applications to communicate with each other.

Poor Experiences

Bookster had a negative experience with a provider that promised high service levels but failed to deliver, leading to poor support and client loss.

Relationships

A good relationship is crucial for ensuring timely support and maintaining the functionality of mission-critical services.

What does Robin mean by 'Vertical Integration'?

Host Simon Beattie chats with CEO and Co-founder Robin Morris and Jonny Brannen from our sales team about finding the right customer for Bookster, and Bookster's experience with ensuring the right customers join Bookster.

How has Bookster structured its client support and adapted practices over time? What methods and strategies have they implemented to handle customer inquiries effectively?

Welcome to the Bookster Podcast, hosted by Simon, offering a deep dive into the operations of Bookster, the SaaS holiday rental software company headquartered in Edinburgh, Scotland.

In this episode, Simon speaks with Robin Morris, CEO, and Adam Aaron, the head of client support, to explore Bookster's approach to customer service and support, discussing the systems, practices, and philosophies that ensure clients have a seamless experience with Bookster’s software.

The important bits

[00:00] - Introduction to today’s episode and the guests

[01:10] - Background on the importance of customer support in SaaS

[02:25] - Early days: How customer support was managed initially

[04:30] - The evolution of support practices post-growth

[06:45] - Tools and technology supporting client communication

[10:15] - Balancing automation with personal support

[13:05] - Insights on managing feedback loops from clients

[15:30] - Final thoughts: The future of customer support at Bookster

Key takeaways

Evolution of support: Robin and Adam explain how Bookster’s client support strategies grew from a basic setup to a more structured system as their customer base expanded.

Using technology for efficiency: The Bookster team discusses their integration of CRM and helpdesk tools to streamline communication and ensure prompt responses. 

Feedback loops and continuous improvement: Client feedback has been instrumental in shaping Bookster’s offerings. Robin and Adam talk about their method of capturing feedback and applying it to improve the software, creating a feedback loop that actively informs their product development.

Conclusion: In an ever-growing digital landscape, Bookster aims to keep client support at the heart of its operations, ensuring that their clients’ needs shape the future of the company.

• Smashing your goals with holiday rental software

How does Bookster organise its working practices? Has Bookster always offered flexible working and remote working, and how does it work in practice?

Welcome to the Bookster Podcast hosted by Simon, discussing the behind-the-scenes operations of the SaaS holiday rental software company Bookster, based in Edinburgh.

In this episode, Simon is joined by Robin Morris, CEO, and Adam Aaron, support lead. Together, they explore the topic of remote working at Bookster, how it has evolved over the years, and the shift caused by the COVID-19 pandemic.

The important bits

[00:00] - Introduction to the episode and guests

[01:00] - Overview of today's topic: Remote Working

[02:05] - How remote working was done before COVID-19

[03:00] - How COVID-19 changed everything

[04:55] - What is the current remote working routine?

Key takeaways 

Pre-COVID vs Post-COVID remote working: Robin explains that while Bookster had the infrastructure to work remotely even before the pandemic, it was mainly office-based. The COVID-19 crisis led to a near-complete shift to remote working, with team members now primarily working from home.

Technological infrastructure: The team used tools like IRC for communication even before more modern solutions became mainstream.

Current practices: While some employees still come into the office occasionally, most of the team operates remotely on a daily basis. This has allowed flexibility but also raised questions about productivity and collaboration.

Balance and adaptation: The discussion also touches on the challenges of balancing remote work with maintaining team cohesion and ensuring that everyone stays aligned with company goals.

Questions answered in this episode

● How has remote working changed at Bookster since COVID-19?

● What tools and systems does Bookster use for remote work?

● How does the company ensure communication and productivity while working remotely?

● What are the pros and cons of remote working for a SaaS company like Bookster?

● How does the team balance in-office and remote work days?

• Smashing your goals with holiday rental software

How did Bookster create its' software product?

Episode Overview: Welcome to the Bookster podcast, where we dive into the journey of building a successful SaaS company for holiday rental management. In this episode, Simon sits down with Robin Morris, CEO and Co-founder of Bookster, a SaaS holiday rental software company based in Edinburgh, Scotland.

Join them as they discuss the origins of Bookster, its challenges and successes, and the inner workings of managing a tech-driven rental business. If you're interested in the intersection of software development, property management, and entrepreneurship, this episode is packed with insightful and helpful takeaways.

Key Discussion Points:

Introduction to Bookster: How Bookster helps holiday rental businesses manage bookings, communication, and marketing.

The SaaS Business Model: Insights into Bookster’s subscription-based approach and its relevance to the rental industry.

Challenges and Triumphs: Robin shares the biggest obstacles Bookster has faced and how the team overcame them.

Tech and Innovation: How technology plays a crucial role in improving customer experience and property management.

Advice for Entrepreneurs: Robin’s advice for those starting their journey in the SaaS and rental tech industries.

Takeaways:

A glimpse into the day-to-day operations of a growing SaaS business. The importance of customer feedback in product development.

Strategies for balancing growth with quality service. Robin’s personal tips for aspiring tech entrepreneurs.

• Bookster website

How does Bookster market itself with a small budget?

Simon introduces the episode and his guests, Robin Morris, co-founder and CEO of Bookster., and Kelly Odor, Marketing Director. 

The series aims to explore running a successful SaaS company.

In the Bookster Podcast, we take you behind the scenes of Bookster, a SaaS company based in Edinburgh, Scotland, providing software solutions for the holiday rental industry. Join us as we explore the company's journey, its inner workings, and discuss strategies for growth and innovation in the rental market. 

Key Points:

Introduction to Bookster (00:05 - 00:13)

Simon kicks off the podcast by welcoming the audience and introducing the company, Bookster, a SaaS holiday rental software provider based in Edinburgh.

Company Journey and Growth (00:13 - 00:17)

A quick dive into Bookster’s history, touching on their mission to help holiday rental businesses with streamlined software solutions.

CEO's Perspective on Leadership (00:24 - 00:30)

Robin shares insights about his role as CEO and co-founder, the challenges of leading a growing tech company, and his vision for the future.

Addressing Industry Challenges (00:30 - 00:36)

The discussion highlights key challenges in the holiday rental market and how Bookster's tools are tailored to address these needs efficiently.

Customer Success and Future Plans (00:36 - onwards)

How Bookster measures customer success and plans for future expansion, including upcoming features and strategies.

Closing Remarks: Simon wraps up by thanking the listeners and encouraging them to follow the journey of Bookster through future episodes.

Connect with Bookster: For more information, visit Bookster's website or follow us on social media.

• Bookster website

How did we move from being a general software company to one servicing a specific niche?

Welcome to the Bookster podcast hosted by Simon, featuring discussions about the SaaS holiday rental software company Bookster, based in Edinburgh.

In this episode, the hosts delve into the journey of transitioning from a general software company to a specialized niche, specifically in SaaS holiday rental software. They discuss the balance between being generalists and specialists, how this shift impacts business growth, and the importance of adaptability.

The important bits

● [03.35] The importance of focusing on a niche market to drive business success.

● [12:20] How specialisation affects team dynamics and project management.

● [22:30] The challenges and benefits of becoming a specialist in a competitive market.

Questions answered

● What are the benefits of moving from a generalist to a specialist company?

● How does this transition impact team roles and responsibilities?

● What strategies can be used to successfully specialise in a niche market?

• Smashing your goals with holiday rental software

How does Bookster ship software and work on projects? What are some alternative ways to work, and why do we do it like we do?

Welcome to the Bookster podcast hosted by Simon, featuring discussions about the SaaS holiday rental software company Bookster, based in Edinburgh.

In this episode, Simon is joined by CEO Robin Morris and Technical Director Colin Guthrie, co-founders of Bookster. They discuss their roles, the company's agile approach, and the importance of customer feedback.

The important bits

● [00:00] - Intro to Colin and the podcast

● [02:55] - What do we mean by Agile?

Key takeaways

Colin explains his responsibilities, including technical operations and development. Robin describes their interpretation of agile methodology, emphasizing short development cycles and frequent releases to gather user feedback. They highlight the importance of balancing customer requests with the company's vision, avoiding the pitfalls of rigidly adhering to client demands.

The conversation also covers the collaborative nature of their development process and the challenges of maintaining and deprecating features. They share examples of features driven by customer input, such as owner statements, and the process of removing outdated functionalities.

Bookster's agile practices include weekly sprints, daily standups, and periodic planning sessions to stay responsive to market needs. The episode concludes with an explanation of agile versus waterfall development models, showcasing Bookster's commitment to continuous improvement and customer-centric innovation.

Questions answered in this session

● What do we mean by Agile?

● What is an alternative way of working?

● Why is it important to keep a feedback loop with customers?

● How do we unpick your customers' problems?

● How to meet clients' needs?

● How to manage the different terminology of customers and Bookster 

● How to choose what features to kill off, or should they stay forever?

● What is Astro-turfing?

● What are our Agile processes?

● What is technical debt?

• Smashing your goals with holiday rental software

There are bad people on the internet. As Bookster is an online application it is exposed to bad people who try to do bad things. Here's our thoughts and how we cope with them.

Welcome back to the Bookster podcast, hosted by Simon from inside the SaaS holiday rental software company Bookster, based in Edinburgh, Scotland.

In this insightful episode, we are joined by CEO and Co-founder Robin Morris, as well as Technical Director Colin Guthrie, to delve into the crucial topic of cybersecurity. 

As Bookster grows, so do the cybersecurity threats it faces. Learn how the team tackles these challenges, the common types of attacks they encounter, and the strategies they implement to protect their clients and their data.

Whether you're a tech enthusiast or just curious about the behind-the-scenes workings of a SaaS company, this conversation promises to be both informative and engaging.

The Important Bits:

● [02:00] - Cybersecurity Overview: An introduction to the topic of cybersecurity, its importance, and how it impacts Bookster.

● [04:00] - Cyber Attacks: Colin discusses cyber threats, such as automated tools and phishing attempts, and how these affect both small and large businesses.

● [08:00] - Protective Measures: Strategies implemented by Bookster, such as two-factor authentication, email security measures, and limiting data storage to necessary information only.

● [16:00] - Tools & Services: Stay ahead in the cybersecurity arms race, including static & dynamic analysis tools.

Key Takeaways:

● The growing profile of a company like Bookster increases its visibility to cyber attackers.

● Common cyber threats include automated hacking tools and sophisticated phishing attempts.

● Implementing two-factor authentication and other protective measures is crucial for safeguarding data.

● Limiting stored data to what is necessary reduces risk.

● Continuous monitoring and adapting to new threats are essential in maintaining cybersecurity.

Stay tuned for more episodes as we continue to explore the inner workings and challenges faced by Bookster. 

Join us next time for discussion on work in an agile manner, and how that supports Bookster's approach to technical growth.

• https://www.booksterhq.com/smashing-your-holiday-rental-goals