Case Study: Airport Parking and Hotels achieves streamlined, accountable support and stronger relationships with Samanage

Airport Parking and Hotels Strengthens Relationships Through ITSM Collaboration

Airport Parking and Hotels (APH), a multi-site parking and hotel operator, struggled with an ITSM solution that was unreliable and hard to use. Using Zendesk, the team experienced inconsistent ticket states, lost email requests, and a system limited to IT that couldn’t support finance, HR, customer service, damages, and reception needs across three sites. As the organization grew, APH needed a more usable, integrable service desk to enable cross-department collaboration and clear workflows.

After evaluating options, APH selected Samanage for its ease of use and strong support, plus inventory management capabilities they’d never had before. Implementing the portal eliminated lost email tickets, allowed third parties to log requests directly (speeding resolution), and replaced paper processes for complaints and vehicle damage with auditable trails. The result was streamlined multi-site processes, better internal and external accountability, improved third-party relationships, and reduced costs.

Airport Parking and Hotels

Simon Morris

Business Intelligence and Systems Support Administrator