Case Study: Radisson Hotels achieves faster, more structured revenue management with Freshservice

Radisson Hotels manages revenue management systems with ITSM tool

Radisson Hotels, a major global hotel chain, needed a more structured way to manage revenue management service requests across highly diverse distribution channels. Its team in Madrid was handling 40 to 50 requests a day by email, which made it hard to understand the context, set priorities, and distribute work efficiently. Radisson Hotels chose Freshservice to support this ITSM-like workflow outside a traditional IT environment.

Freshservice helped Radisson Hotels centralize and structure requests through tailored forms and categorized workflows, with 23 request categories based on past data. As a result, the team gained better workload visibility, faster routing to specialists, and more complete information up front. Response times improved to an average of two to three days, with simple requests handled the same day, and Freshservice also enabled better remote coordination and real-time transparency for the team.

Radisson Hotels

Aitor Selgas

Revenue Systems Supervisor