Case Study: HomeAway achieves faster call resolution and improved onboarding with Bloomfire

HomeAway Uses Bloomfire to Reduce Call Resolution Time

HomeAway, a global leader in online vacation rentals, faced stalled customer support because critical documentation was scattered across Skype, Google Apps, and individual desktops. The lack of a centralized, searchable knowledge base made onboarding slow (up to six months), forced specialists to rely on “shoulder taps,” and led to lost institutional knowledge and wasted time (as much as 30 minutes per search).

After securing executive buy-in, HomeAway rolled out the Bloomfire Knowledge Sharing Platform—bringing searchable content, a Q&A engine, file uploads, and analytics—and achieved 100% team participation within three days. The platform shortened call resolution and onboarding times, increased specialist confidence and productivity, and gave leaders transparent usage and contribution reporting to ensure accountability.

HomeAway

Elana Clift-Reaves

Content and Training Manager