Case Study: Choice Hotels improves remote support and case resolution with ScreenMeet

Choice Hotels Makes the Right Choice to Migrate Customer Service Management and Remote Support to the Cloud

Choice Hotels, one of the world’s largest hotel franchisors, needed a modern way to streamline remote support for its growing network of franchisees using corporate software systems. The company wanted a solution that could improve case resolution time, simplify the support experience for both agents and end users, scale with ongoing growth, and provide better data for continuous improvement. To meet this challenge, Choice Hotels selected ScreenMeet for remote support integrated with ServiceNow CSM.

ScreenMeet delivered a cloud-native, SaaS-based remote desktop solution embedded directly in ServiceNow, giving agents a simple in-case workflow and allowing end users to start support sessions in just a few clicks from any major device or operating system. The implementation improved security by keeping data within ServiceNow and captured all session details for analytics and follow-up. As a result, Choice Hotels reduced mean time to resolution, improved operational efficiency, and began using session data to identify and prevent recurring issues before they affect new franchisees.

Choice Hotels