Case Study: Multi-Systems, Inc. improves customer collaboration and reduces call volume with TeamSupport

Hotel Software Provider Enhances Collaboration, Reduces Call Volume, and Supports Customers Better Than Ever

Multi-Systems, Inc. (MSI), a Phoenix-based hotel technology provider serving more than 5,800 properties across North America, needed a customer support platform that could scale with its growing team and better connect customers to tickets. Its previous systems were siloed, ticket-focused, and lacked the ability to link multiple contacts or properties to a single issue. MSI turned to TeamSupport to replace its legacy setup and support its 80-person customer service operation.

TeamSupport implemented a collaborative support solution with customer and property linking, a self-service Customer Portal, chat, automation, and API-based reporting. Nearly 100 agents and technicians now work in the platform, call volume has dropped as customers use self-service and chat, and issues are resolved faster with real-time ticket tracking and updates. TeamSupport’s responsive approach and ongoing enhancements have also helped MSI avoid outgrowing its support software again.

Multi-Systems, Inc.

Scott Little

Vice President of Customer Services