Case Study: East West Hospitality achieves unified IT/HR operations and streamlined asset & contract management with Freshservice

East west, a destination hospitality company decides to extend product to HR and Payroll

East West Destination Hospitality, founded in 1986 in Beaver Creek, Colorado, manages 350 luxury vacation rentals and other properties with 1,200 employees and $1.2 billion in assets. After the recession the company struggled with fragmented business units using multiple support tools (Zendesk, BMC Track‑It), ineffective automation and no centralized analytics, and needed a single platform to standardize processes across IT, HR and payroll.

East West implemented Freshservice after a successful trial and quickly onboarded staff across units. By adopting Freshservice’s asset, contract, incident, change and project management plus automation and a knowledge base, they standardized workflows, improved ticketing and documentation, and gained advanced analytics and reporting — results Jared West calls “fantastic” as the team now refines SLAs and continues to expand use.

East West Hospitality

Jared West

Operations Manager for IT