Case Study: Alterra Mountain Company Unifies 11 Helpdesks and Automates 400+ Workflows with Freshservice from Freshworks

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

Alterra Mountain Company, a travel and hospitality operator of 18 year-round mountain resorts across North America, was struggling with a fragmented IT support environment. The company had 11 different helpdesk systems and inconsistent resort-specific SLAs, which made ticket tracking, visibility, and resolution difficult during peak ski season. Freshworks provided Freshservice to help unify these scattered processes.

With Freshservice, Freshworks helped Alterra consolidate 11 helpdesks, standardize SLAs, and automate more than 400 workflows, improving collaboration across resorts and departments. The platform made it easier to route and escalate tickets, expanded beyond IT into areas like expense management, accounts payable, and facilities management, and gave Alterra a more efficient, centralized service hub that improved resolution times and guest experience.

Alterra Mountain Company

Christy Cooper

Senior IT Operations Analyst