Case Study: ASSA ABLOY Global Solutions achieves 30–40% time savings and smarter call routing with Talkdesk

ASSA ABLOY Global Solutions Hospitality reimagines the world of hospitality

ASSA ABLOY Global Solutions Hospitality, a leader in hospitality access and guest‑safety technology, needed to re-evaluate its contact center after its previous provider couldn’t keep up with rising inbound volume and lacked intelligent call routing. As the global support team expanded rapidly (from five to 20 agents) and handled roughly 1,200–1,500 calls per month, limited visibility into demand, answering rates and wait times was hindering fast, high‑quality customer support.

They implemented Talkdesk—leveraging ServiceNow integration plus Talkdesk Studio, Live & Explore reporting and Callbar—to give agents a 360° view of callers and requests, enable intelligent routing, and monitor queues in real time. The unified, cloud‑based solution improved routing and agent preparedness, delivered estimated 30–40% time savings, and enabled global 24/7 support with easier, self‑service configuration of call flows.

ASSA ABLOY Global Solutions

Marius Lauritzen

Global Service Manager