Case Study: YOTEL achieves faster guest service and higher satisfaction with Premium Plus and Zendesk

YOTEL cuts resolution time to 1.5h with Premium Plus

YOTEL, a modern hotel brand, faced significant challenges in its customer service operations, including disjointed communication across multiple channels, a lack of actionable insights, and an overwhelming volume of repetitive guest queries. To overcome these obstacles, YOTEL partnered with vendor Premium Plus to implement a solution using the Zendesk platform.

Premium Plus implemented a comprehensive Zendesk solution for YOTEL, which included consolidating communication channels into a single platform, creating a custom-branded help center, and deploying automated responses for common questions. The vendor also provided advanced reporting and a swift, effective rollout. The results were profound: YOTEL achieved an 87% customer satisfaction score, resolved 30,000 tickets in the first three months with a median resolution time of 1.5 hours, and saw a dramatic improvement in operational efficiency and responsiveness across its global hotels.

YOTEL