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How CloudCover Delivers 24/7 Support for a Billion Dollar Global Hospitality Leader with CoverIT™
RESULTS
Reduced Reliance on Field Engineers
CloudCover’s global support seamlessly provides whole unit replacements to reduce the reliance on Field Engineers, thus significantly increasing the customer’s first-time fix rate. Leveraging those savings, the customer can now allocate their time towards more complex ticket issues and resolutions.
5X Faster Ticket Resolution
Successfully manage critical P1 tickets, including resolution of a global security breach, showcasing expertise in security support, while providing seamless service delivery and logistics management despite high complexity.
Visibility for Enterprise-Level
This project demonstrates CloudCover’s unmatched scalability combining tech-enabled services and CoverIT™ Platform’s enterprise-level visibility into 100K+ assets. With real-time access, CloudCover delivers faster decision-making, and streamlined IT operations.
CASE STUDY
This case study details how CloudCover leverages its CoverIT™ Platform to support a multi-billion dollar global hospitality company by delivering enterprise-level IT services with full visibility using analytics to resolve critical challenges, and enhances operational efficiency worldwide.
CLIENT STATS
- Multi-billion dollar global hospitality company
- Over 100K+ assets
Services Added
- Leverages CloudCover’s CoverIT™ as the hub for ticket management
- CloudCover’s Third-Party Maintenance Services (TPM)
- CloudCover’s Direct-to-Expert™ Support
- Manage Field Engineers (FE) for service tickets
- CloudCover Intelligence to manage smart inventory and minimize downtime
Benefits
- Supports and provides visibility at Enterprise-level for the partner and their customer
- Easy access to schedule the right tech, at the right place, at the right time
- Drive cost savings with first-time fix rates through enhanced readiness tasks to reduce on-site Field Engineer (FE) revisits
- Create significant value for the customer by maximizing uptime and efficiency
The Problem
Before working in partnership with CloudCover, this customer faced complex and critical IT and operational challenges that disrupted their ability to deliver seamless guest experiences. Their IT infrastructure was hindered by outdated hardware, slow system performance, and a heavy reliance on Field Engineers for onsite repairs and replacements. These inefficiencies led to prolonged downtimes and increased operational costs, particularly during high-pressure situations like critical security incidents.
Additionally, the company struggled to scale ticket resolution during emergencies, leaving essential hotel functions, such as guest check-in systems, vulnerable to delays. Recognizing the need for a more efficient and scalable solution, our partner sought CloudCover’s expertise to modernize their customer’s IT operations and ensure uninterrupted service delivery.
The Solution
CloudCover provides seamless, scalable IT support—ensuring this global hospitality customer has the right technician, in the right place, at the right time—dramatically reducing downtime and operational disruptions. CloudCover’s Center of Excellence (COE) delivers advanced analytics around ticket resolution, empowering the customer with data-driven insights to optimize IT operations and implement targeted solutions.
With the introduction of CloudCover’s Whole-Unit Replacement Program, there has been a significant reduction in the reliance on Field Engineers (FE), cutting down FE requirements and revisits. This efficiency shift has allowed IT teams to focus their time and resources on more complex support needs and drive cost savings. By streamlining these processes, CloudCover is enhancing the overall service efficiency, reducing operational costs, and improving system uptime for the customer.
The Results
CloudCover provides comprehensive resolution analytics across its entire customer base, enabling the implementation of proactive and efficient fixes tailored to the customer’s needs. By analyzing service event trends, CloudCover identifies patterns and root causes, allowing for the development of customized solutions that drive operational efficiency.
CloudCover’s Center of Excellence (COE) and L3 engineers deliver in-depth analytics around ticket resolution, leveraging advanced data insights to optimize IT workflows and reduce service disruptions. These insights enable predictive maintenance, minimizing recurring issues, and ensures faster resolution times.
By applying these analytics, this global hospitality customer experiences significant time savings in critical operational areas, such as application deployment, proactive issue resolution, and reducing the need for return visits by Field Engineers. This data-driven approach has not only streamlined IT operations but also enhanced system reliability, ultimately improving the customer’s overall service experience.
CloudCover’s tech-enabled support and whole-unit replacement program is purpose-built for quick customer-enabled installs that saves time and money. By driving cost savings, the customer is able to allocate their time and budget to more complex problems.
“Leveraging CloudCover's analytics to implement a whole-unit replacement program was a key contributor to quicker resolutions, significantly reduced cost, and provides a customer experience that is highly applauded with gratitude from the customer's leadership."
Michael murphy
Director of Logistics | CloudCover
