Next-Gen Service Desk for an American Private Vacation Company Based in Florida
Next-Gen Service Desk for an American Private Vacation Company Based in Florida
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Currently, a wholly-owned subsidiary of a financial company with around 4,500 employees. The company provides vacations at 60 company-managed resorts on a time-share basis.
Revenue of USD 740 Million in 2019.
Challenge
- The client was experiencing challenges in managing high call and ticket volumes related to multiple systems used daily by employees and contractors.
Scope
- Build a next-generation service desk to handle large-scale ticket volumes.
- Ensure effective ticket resolution while maintaining strong SLA performance.
Solution
- Provided an optimized 24×7 service desk solution.
- Delivered U.S.-based English support for enhanced communication and user experience.
Technology Enablers
- Utilized customer-provided tools, including the ITSM platform.
Automation Benefits
- Services were highly appreciated by the client.
- Client transitioned all Level 1 and Level 2 support activities, including account provisioning and audit controls.
- Adopted a hybrid onshore delivery model with offshore audit controls for cost optimization.
