Case Study: Brittain Resorts & Hotels increases call-center productivity with TravelNet Solutions' TRACK Pulse

Brittain Resorts & Hotels Makes the Switch and Increases Productivity with TRACK Pulse

Brittain Resorts & Hotels, a Myrtle Beach–based resort and hotel operator with more than 5,000 units, faced inefficiencies running a centralized reservation call center and sought new software after a difficult learning curve with their legacy system. After a year-long selection process, Brittain Resorts & Hotels chose TravelNet Solutions’ TRACK Pulse (and TRACK CRM) to better manage high volumes of inbound inquiries and a dispersed agent workforce.

TravelNet Solutions implemented TRACK Pulse with an 18-day rollout that went live on December 15, 2015, giving managers real-time dashboards, call tracking, call recording, smart routing, and a one‑page contact form for agents. The solution now supports up to 100 concurrent agents and 1,875 marketing lines, improved visibility and wrap‑up handling, sped agent adoption with on-site product support, and delivered measurable productivity gains for Brittain Resorts & Hotels.

Brittain Resorts & Hotels