Discover how Teal’s IT Services helped a global hospitality firm overcome major roadblocks in transitioning to a remote call center model.
From outdated infrastructure to workforce security concerns, the organization needed a trusted partner to ensure business continuity and boost efficiency. See why they turned to Teal for expert guidance and a smarter, more scalable solution.
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In hospitality, even a minor disruption can ripple into negative guest experiences. This case study reveals how a global hospitality brand reimagined its call center operations with Teal – boosting security, responsiveness, and efficiency along the way.
Table of Contents
The Breaking Point
For one globally recognized hospitality brand, guest experience wasn’t just a priority. It was the promise behind the brand.
Every call, every inquiry, every moment of connection had to feel effortless. But behind the polished surface, cracks were forming.
Their legacy call center infrastructure, once reliable, was now a barrier.
Call volumes fluctuated. Expectations changed. Remote work became the norm.
Leadership knew that standing still wasn’t an option.
They had to modernize or risk falling behind, but they also knew this transformation required more than just IT know-how.
It demanded a partner who understood what was truly at stake: their reputation, their responsiveness, their ability to deliver excellence at scale.
That’s when everything changed.
The Client's Profile
The client is a publicly traded hospitality company with a globally recognized brand, employing approximately 8,000 individuals, including over 250 IT professionals.
Their operations span multiple regions, necessitating a robust and adaptable IT infrastructure to support their extensive call center activities.
Their Industry Challenges
The hospitality industry demands high availability and responsiveness, with customer satisfaction hinging on efficient communication channels.
Companies must navigate:
- Protecting sensitive customer data amidst increasing cyber threats.
- Enabling remote work capabilities to ensure business continuity during unforeseen events.
- Seamlessly incorporating new technologies into existing systems without disrupting operations.
A Tipping Point for Technology Limitations
The hospitality client faced significant hurdles in transitioning their call center operations to a remote setup – challenges that demanded specialized IT services.
The existing infrastructure lacked the necessary flexibility and security measures to support a distributed workforce.
Additionally, the transient nature of call center staffing posed challenges in maintaining consistent service quality.
Recognizing these obstacles, the leadership team sought a solution that would ensure business continuity and enhance operational efficiency.
After significant research, the leadership team selected Teal for its sophisticated IT consulting services.
How Teal Helped Resolve Their IT Challenges
Strategic Planning & Secure Foundation
Teal’s team worked hand-in-hand with both technical and business stakeholders to map out a thoughtful, strategic plan that reduced disruption and increased confidence across the board.
From the outset, a secure and scalable platform was built to support remote agents. This offered both the flexibility the business needed and the safeguards required to protect sensitive customer data.
Seamless Execution & Business Alignment
Through careful pilot testing, phased rollout, and dedicated “hypercare” support, the transformation unfolded without the chaos typically associated with large-scale IT shifts.
Staff adapted quickly, knowing they had consistent, responsive help at every stage.
Teal’s clear communication and structured execution helped align the new technology with the organization’s broader goals – ensuring this wasn’t just a systems upgrade, but a business enabler.
The Result
Accelerated Results & Measurable Impact
The transition to a remote call center model marked a significant milestone for the organization – accomplished faster and more smoothly than anyone anticipated.
Originally planned as a 60-day project, the shift was completed in just 45 days, enabling the entire workforce to move to a secure remote environment well ahead of schedule.
With the new infrastructure in place, the organization saw a nearly 10% boost in productivity, as reported by its CIO.
Security & Long-term Resilience
Security didn’t just improve through better tools. It advanced through targeted cybersecurity consulting.
Teal worked closely with the client to assess vulnerabilities, recommend best practices, and implement robust protocols to protect sensitive customer data across their distributed workforce.
This strategic partnership laid the foundation for lasting operational resilience, giving leadership confidence that their systems could support a secure, remote-ready business model.
IT Services That Power the Guest Experience in the Hospitality Industry
In an industry where guest satisfaction is closely tied to seamless communication and reliable service, having a sophisticated IT partner is crucial.
This case study illustrates that the right managed service provider is not merely a vendor but a strategic ally.
By partnering with Teal, this publicly traded hospitality company modernized its call center operations into a resilient, efficient, and secure system, positioning itself to meet future demands.
Explore how Teal can help your business overcome similar challenges and unlock long-term value from your IT investments.
About Teal
At Teal, our mission is to enrich our clients’ lives through exceptional technology and obsessive service.
We deliver unrelenting managed IT services with remarkable diligence, unparalleled responsiveness, and deep technical expertise executed with the speed modern business demands.
Our results-driven approach combines AI-powered automation, continuous process improvement, and strategic alignment to maximize ROI.
We view technology through the lens of your business, ensuring every solution supports your long-term goals.
It’s why so many clients have trusted Teal as a long-term partner for over 25 years.
