Case Study: onefinestay achieves 24/7 global support and improved answer rates with Talkdesk

Delivering 24/7 support to guests and homeowners worldwide

onefinestay is a luxury hospitality brand (part of Accor) that manages a global portfolio of private homes and villas and supports guests and homeowners across six offices. The company handled a high volume of inbound and outbound calls but lacked live reporting, granular routing control and the resilience of a cloud platform, relying instead on an internal server-based system that limited visibility, scalability and reliability.

Talkdesk implemented its Enterprise Cloud Contact Center across 100+ phone lines on three continents, delivering 24/7 uptime with no dropped calls during rollout and improving answer times, coverage and accountability. Seamless integrations with Salesforce and Slack plus mobile, Studio and admin tools gave onefinestay better call routing, follow-up workflows and reporting insights that informed new training programs and drove higher pick-up rates.

Onefinestay

David Whiteside

General Manager