Case Study: FROSCH Travel improves customer care efficiency with Deskpro

How FROSCH improved their customer care efficiency by moving from Outlook to Deskpro On-Premise

FROSCH Travel, a global corporate and luxury travel management company with offices in more than 40 locations and almost 500 remote support agents, was struggling to manage customer care through Outlook shared inboxes. The team lacked visibility into agent activity, reporting, and SLA performance, which made it harder to support 24/7 email-based service across more than 600 organizations.

FROSCH Travel chose Deskpro self-hosted to replace Outlook and customize routing, triggers, SLAs, and reporting for its support workflows. Deskpro helped automate complex ticket handling and gave management instant visibility into responses and team performance, while 734 new ticket triggers, 850 departments, and over 650 unique outgoing email addresses saved countless hours.

FROSCH Travel

Chris Evans

VP of IT Operations