Freshworks > 实例探究 > Freshservice 简化了 Alterra Mountain 公司的 IT 运营

Freshservice 简化了 Alterra Mountain 公司的 IT 运营

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用例
  • 供应链可见性(SCV)
  • 时间敏感网络
服务
  • 系统集成
关于客户
Alterra Mountain Company 在北美拥有 15 个滑雪胜地。每个度假村都为客人提供独特的体验。 IT 部门需要一个统一的服务台来管理所有地点的运营。
挑战
提出 IT 支持请求的流程超过 11 个。缺乏统一的票务系统意味着团队几乎无法了解票证的状态。每个度假村都有自己的 SLA 和流程,从而造成运营复杂性。
解决方案
在所有 15 个度假村实施 Freshservice 作为统一服务台。标准化内部服务交付并配置了 400 多个不同的工作流程。拆除运营孤岛,使部门间协作更加顺畅。
运营影响
  • The implementation of Freshservice has led to a fundamental culture shift within Alterra. The operational silos within which each resort was previously working have been dismantled, enabling smoother inter-departmental collaboration. The IT team now has much more visibility into the work other groups are doing, and resorts are able to maintain their autonomy while simultaneously working closer with headquarters on complex requests. The ultimate measure of Freshservice’s success for Alterra lies in the improvement of the overall guest experience. By resolving customer issues quicker and more efficiently, the team aims to surpass the expectations of their guests.

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