Case Study: Alterra Mountain Company unifies 11 helpdesks and speeds resolution with Freshservice

Alterra Mountain Company unifies IT operations across 15 ski resorts using Freshservice

Alterra Mountain Company, which operates 18 mountain resorts across North America, was struggling with a patchwork of 11 different IT helpdesks and inconsistent SLAs that made it hard to track escalations and keep service levels uniform. During busy ski season, the lack of a centralized system created silos and inefficiencies, so Alterra turned to Freshservice to unify its service desk operations.

Freshservice helped Alterra consolidate its helpdesks, standardize workflows, and enable easier ticket escalation and collaboration across resorts and headquarters. The result was faster resolution times, better visibility, and more than 400 automated workflows supporting the resorts; Freshservice also expanded beyond IT into other departments, improving efficiency and helping Alterra deliver better guest experiences.

Alterra Mountain Company

Christy Cooper

Senior IT Operations Analyst