Case Study: East West Destination Hospitality achieves unified IT and streamlined HR & payroll with Freshworks' Freshservice

East West, a Destination Hospitality Company Decides to Extend Product to Hr and Payroll

East West Destination Hospitality, a destination hospitality company managing $1.2 billion in assets and 1,200 employees, faced fragmented business units with separate IT and HR teams using disparate tools (Zendesk, BMC Track‑It), ineffective automation and a lack of analytics. To consolidate systems and streamline processes they evaluated options and chose Freshworks’ Freshservice ITSM to provide a single platform across departments.

Freshworks implemented Freshservice quickly, rolling out ticketing, asset and contract management, knowledge-base (solution articles), automation, mobile and change/incident/project management to standardize workflows and onboard staff fast. The Freshworks solution improved document handling, delivered advanced analytics and reporting that East West had lacked for years, and enabled consistent processes across units — results Jared West calls “fantastic” — while the team now works with Freshservice to fine‑tune SLAs.

East West Destination Hospitality

Jared West

Operations Manager for IT