DAE (Dial An Exchange), the world’s largest independently owned vacation exchange company, has recently expanded into new custom-designed offices that are double the size of its former offices in Phoenix, Arizona.
Explained Fermin Cruz, Vice President Americas Region for DAE, “This was a major milestone in reflecting our company’s accelerated growth. The move was necessary because we were literally bursting at the seams. We planned the move for some time, meeting with architects to design a new facility built precisely to fit our needs. On the day of the move, July 25th, we closed the office at 1 p.m. and were up and running seven hours later, thanks to the amazing organizational efforts of Corbett Howard, our VP of Operations.”
Cruz adds, “The new building is home to our entire U.S. team, including our call center, operations, fulfillment center and inventory control teams and provides a most pleasant working environment for all our employees.”
DAE was introduced to the U.S. in 2003 and opened its North American office in Phoenix in 2007, growing at a dramatic pace for the past several years. A strong focus on quality customer service led to this continued growth, with over 50% of new memberships the result of personal referrals, professionally fulfilled by employees dedicated to the highest levels of customer service.
Dial An Exchange was launched in Australia in 1997 on the model of no mandatory membership fees for timeshare owners and no charges on exchanges until an exchange transaction is confirmed. Today, the company is the largest independently owned vacation exchange company, serving a member base of over 1.5 million timeshare owners (including 500,000 direct members) at resorts and clubs through 12 offices worldwide. By offering its unique exchange alternative, DAE has helped to “save” many timeshare owners and resorts by re-engaging them in the exchange proposition and ultimately adding more value to their timeshare product.
Because DAE does not affiliate resorts, they knew that establishing a solid member base, attracting timeshare owners and providing over-the-top customer service at every customer touch point would be critical to their growth.
“We paid a great deal of attention to legacy owners, who own over ten years, visiting and providing support to those resorts and their owners while introducing our memberships and exchange options,” said Susan Friedline, DAE Business Development Manager.
After management companies, resorts and HOAs learned about DAE’s exchange product and experienced their way of doing business, they climbed on board and began to tell others about the company, helping to increase their reach even further.
DAE USA is also servicing members directly as a service provider for timeshare management companies, supporting internal exchange programs, booking home resort stays and offering rentals.
Added DAE VP of Operations Corbett Howard, “We are handling member services calls through our call center, including exchange requests, payment of maintenance fees, and nightly or weekly vacation reservations. In essence, we are providing front-line support to timeshare owners far beyond the exchange transaction. We are proud to say that our track record, culture and our reputation for excellence in customer service and the way we treat our customers has earned us these special alliances”.
DAE is the world’s largest privately owned timeshare exchange provider with worldwide destination availability servicing over 1.5 million timeshare owners (including 500,000 direct members) at resorts and clubs through 12 offices worldwide.
For more information on DAE, and its programs, visit http://www.daelive.com or call Susan Friedline at 602-427-4913.
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