Case Study: Tourico Holidays achieves 600% efficiency improvement with Zendesk Support

Tourico Holidays saw a 600% improvement in efficiency

Tourico Holidays, a global travel distribution company, was struggling to handle about 4,000 support emails per day in Microsoft Outlook as it grew. Agents had to sort through inboxes manually, and managers were spending time searching for messages that had been deleted or buried in folders.

Tourico Holidays moved to Zendesk Support to standardize email handling and make the system easier to connect with its CRM and other tools. Within six months, the company was converting 4,000 emails into 600-800 tickets, a 600% improvement in efficiency, and reallocating as much as 70% of its email team resources to other support areas. Response and closure times fell from 84 hours to 20 hours.

Tourico Holidays

Steve Skidgel

Executive Vice President of Operations