The case closed. The customer still left.
Customer Recovery is the part of UMI that follows what happens after something goes wrong. It opens a case, keeps what was said and done attached to it, and checks the customer is actually satisfied before it closes — because a resolved case and a kept customer are not the same thing.
Managers and front-line teams who own the response, and the owner who wants to know whether it held.
- ReportedWed 22:40
- RespondedWed 23:10
- ResolvedFri 11:20 · ★4
Most systems stop here, and count this a success.
- Behaviour after+6 weeks onward
- OutcomeAccount not retained
This is where the recovery is actually decided.
Guest reports the air conditioning has failed. Second night of four.Front-desk service log
Moved to a room on the floor above. One night removed from the bill.Handled inside thirty minutes
“Handled quickly and kindly, thank you.”★4 · left at checkout
No booking. This account had booked most months for two years.
Two trips to the same city. Neither of them here.
Eleven stays in two years, and then none.Nothing in the recovery record predicts this
Every recovery metric on this case is green — reported fast, answered inside the hour, rated four stars. The account it was meant to protect stopped booking five months later, and no system connected the two.
Resolved has to earn the word.
A problem becomes a case with a name against it and a state — open, responded, resolved.
Whoever responds sees the whole stay, not only the sentence complained about.
A closed case stays on the customer’s file, so when they next rate you, you see it beside the case — instead of the case counting as a success on its own.
How many of last quarter’s resolved cases actually held?
Almost no business can answer that, because closing a case and keeping a customer are recorded by different systems on different days. Give us a set of resolved cases and we will show you what each customer said afterwards — and who said nothing.
No account required. A UMI team member will follow up.