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Maestro

Score9.2 out of 10

17 Reviews and Ratings

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What is Maestro?

Maestro is an employee performance and talent mangement software solution offered by Madison.

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Maestro Reviews

What users are saying about Maestro.
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Feedback from QA semalessly

Verified User
Professional in Customer Service (1001-5000 employees employees)

Use Cases and Deployment Scope

We use Maestro for Quality Assurance, it helps us review the performance of both internal and outsourced customer support admins responses, enabling us to provide feedback, coaching and for the admin to appeal decisions and receive an score based on their performance and good calls, which empowers the organization to have an easy time measuring and keeping an stable and consistent customer service.

Pros

  • Is really easy to provide feedback directly to one admin
  • Is really easy for admin to appeal when they believe a scorer made a bad call
  • Easy to move between tasks

Cons

  • I would like to have more granularity in filtering a set of tasks by wither source or type so that one can use the quick grade option to automatically open the next task, but keeping the same task type or source, mixing all of one's pending tasks forces one to slow down and check the kind of task one is working one
  • I wish Maestro would default into one's pending tasks, not the whole company, or better yet, let us pick what should the default view be
  • I wish we could leave feedback without overturning a decision, and or allow for other scores, not only 100 or 0, as sometimes some gray areas should allow to call out good parts of a decision

Return on Investment

  • We were doing some portion of QA using sheets, but then we could give that feedback back to the admins effectively, so while it takes longer to review an score a flag, it's way easier to give that feedback back to an admin, Id' say it's helping the customer service a lot

Usability

Alternatives Considered

Google Sheets

Other Software Used

Slack, Google Sheets, Lyra Health, Anthropic Claude, ChatGPT, Google Gemini, Glean AI, TextExpander, Okta, 1Password, Guru

Maestro - A Great Tool For Multi-Faceted Resorts

Incentivized
Joanna McKenzie
Membership Director at Nakoma Resort (11-50 employees employees)

Pros

  • Customer Support - I appreciate that I always get a quick response, if not immediate with easy to follow solutions to my concerns/issues. Their customer support team is always positive, friendly and helpful!
  • Easy to Learn and Understand - I am not great with technology but I find Maestro easy to learn, use and navigate. It is very user friendly.
  • Ability to Easily Update Charges - I appreciate the ease of access to Member and guest billing and folios and how easy it is for me to post, remove or reverse charges as need be.
  • One Interface - I appreciate being able to track member information and reservations in one area! What a great tool.

Cons

  • Guest Names - I do have some difficulty with guest names. Many people want two names on their member profile. When I use Schmoe, Joe And Jane, it capitalizes the A in and. If I use the ampersand I have issues with the name processing. So, just one primary member and no ampersand.
  • Creating New Folios - For some reason it is very easy to create a new folio under a member account and you have to finish creating it before you can back out of it. I have done that a few times but not a huge deal.
  • Access Levels - Is there an easy to follow list of access levels and what they include? I guess I should ask Maestro this. Maybe not an issue...

Return on Investment

  • At one point our step pricing was not working properly so we did lose some room revenue. Maestro helped us get this resolved.
  • Maestro saves time, which saves money, by having all of our member billing, reservations and more in one location.
  • No other impacts that I can think of.

Stable and reliable, but lacks customization ability

Incentivized
Verified User
Employee (1001-5000 employees employees)

Pros

  • Easy progress reports using a type of "mail merge" built in template
  • Reports tab is a nice feature
  • Seems fairly stable and reliable

Cons

  • No ability to view contact information from a home screen (must click into profile to see phone number)
  • Feels a bit archaic
  • Would be nice to see "flags" or ways to mark students for calling
  • Wish that the 'attempted call' option turned a student yellow instead of keeping them red

Return on Investment

  • Maestro allows me to log all communication with families, eliminating any question as to when I reached out
  • Maestro is a huge time saver with sending progress reports
  • Maestro lacks customization that would make teachers more efficient