Case Study: Vrbo achieves faster support resolutions and accelerated onboarding with Bloomfire

VRBO Uses Bloomfire to Reduce Call Resolution Time

HomeAway, a global leader in online vacation rentals, struggled to provide consistent customer support because its knowledge lived in Skype chats, Google Apps, employees’ heads and personal computers. That fragmentation made documents hard to find, stretched onboarding (new hires could take up to six months to ramp), forced constant interruptions between specialists, and caused institutional knowledge to walk out the door when people left.

HomeAway selected the Bloomfire Knowledge Sharing Platform for its ease of use, robust search/Q&A and analytics, secured executive buy-in, and launched with focused change management that drove rapid adoption. The result: faster call resolution and more confident support specialists, dramatically improved onboarding ramp-up, better productivity through Bloomfire’s Q&A and reporting, and greater transparency and accountability across the team.

Vrbo

Patrick Hays

Technical Writer