Case Study: Delaware North achieves paperless validations and enterprise-wide service visibility with Certainty Software (Checkit)

Certainty Software Boosts Customer Service Delivery at Delaware North

Delaware North, a global hospitality company, needed to modernize GuestPath®, its customer experience and employee training program—specifically the GuestPath Validations process, which relied on slow, resource-heavy paper forms that provided no visibility into leader or associate performance. To digitize and simplify that process, Delaware North selected Certainty Software and its Checkit solution (co‑branded as the GuestPath Validation APP).

Certainty Software converted Delaware North’s paper validation forms into Checkit, delivered training webinars, and put the app in use by hundreds of leaders and thousands of associates. The solution eliminated paperwork, reduced printing/mailing/storage costs, saved staff time, and introduced enterprise reporting so the company can track who is using the tool and measure performance and adoption—improving accountability and guest service delivery as Delaware North rolls the app out more broadly.

Delaware North

Bradly J Sax

Corporate Director GuestPath