Problem
A US-based hotel chain with over 600 properties across the southern, Midwest, and western regions was facing significant challenges with their technical support infrastructure:
- Difficulty in centralizing the support team to handle growing guest needs.
- Need to scale up the support team to manage increasing ticket volumes.
- On-site technical support resources were proving costly and unsustainable.
Objectives
Centralize the technical support team for greater efficiency.
Scale the support operations to manage the growing volume of guest and staff queries.
Reduce the costs associated with maintaining on-site technical support resources.
Approach
Yitro implemented a solution that centralized the technical support operations for the hotel chain. Key strategies included:
- Setting up an offshore team in Chennai to handle various guest and staff queries.
- Monitoring and reporting on networking devices like routers, switches, and cameras.
- Implementing proactive solutions such as smart IVR systems to optimize support queue management.
Solution
- Optimized Support Headcount: Implemented smart IVRs to centralize the support queue, resulting in a 15% optimization in support headcount.
- Proactive Endpoint Monitoring: Included monitoring of critical networking devices such as routers, switches, and cameras, ensuring issues were caught before escalating.
- First Call Resolution: Enhanced first-time technical issue resolution, achieving a 15% improvement in first call resolutions.
- Cost Reduction: Achieved 60% cost savings through offshore support operations, compared to US on-site teams.
Result
- Increased Guest Satisfaction: Boosted guest experience scores by 22%, thanks to faster and more efficient support resolutions.
- Cost Arbitrage: Realized 60% cost savings through the centralized offshore support model.
- Improved Team Morale: Achieved a low project attrition rate of 6% by motivating the team with incentives.
