Case Study: Red Roof Inn achieves award-winning customer service and higher agent retention with Alvaria

Red Roof Inn - Customer Case Study

Red Roof Inns, a coast-to-coast economy lodging brand with over 350 U.S. properties serving millions of guests each year, wanted to modernize its contact center to support a new corporate focus on agent empowerment and better customer service. Legacy systems relied on manual reporting and ad-hoc scheduling, causing dropped requests, low productivity, and barriers to launching a work‑from‑home program that could reduce costs and improve agent satisfaction.

Red Roof implemented Aspect Unified IP and Alvaria Workforce integrated with Microsoft Lync and SharePoint, plus Alvaria’s remote support and Active Learning training. The new platform automated staffing and approvals, enabled a successful WFH program, and improved agent coaching and continuity; result metrics included two J.D. Power customer service wins in four years, higher service scores, reduced turnover (e.g., 35 of 50 newly hired agents retained and promoted), lower recruitment costs, and greater operational efficiency.

Red Roof Inn

Eric Bassell

Director of Contact Center Operations