Case Study: Tourico Holidays achieves 600% efficiency improvement and 75% faster ticket resolution with Zendesk Support

Tourico Holidays saw a 600% improvement in efficiency

Tourico Holidays, a global travel distribution company handling about 11,000 new bookings a day with a 100‑agent support team, was struggling to scale customer service. Until late 2013 agents managed roughly 4,000 support emails daily in Microsoft Outlook using manual rules and foldering, which led to lost messages, slow response times and disorganized workflows.

By implementing Zendesk Support (with quick agent adoption and hands‑on guidance from a customer success manager), Tourico standardized and automated email handling, converting ~4,000 emails into 600–800 tickets and achieving a reported 600% efficiency improvement. The change freed up ~70% of email resources for other channels, cut average time to close from 84 hours to about 20 hours (~75% reduction), and delivered better analytics and visibility into top customers and supplier issues.

Tourico Holidays

Steve Skidgel

Executive Vice President of Operations