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.