CLIENT CASE STUDY
Situ: Connecting Business Travelers to Quality Serviced Accommodation in Every Corner of the World
Situ: Transforming Business Travel with Seamless Serviced Accommodation
Since 2008, Situ has been a trusted leader in delivering high-quality serviced accommodation for corporate travelers, project teams, relocation assignees, and global nomads. With an extensive global network, Situ guarantees business travelers a seamless, comfortable, and reliable place to stay—wherever work takes them.
Situ’s expertise lies in streamlining corporate accommodation. Acting as a single point of contact, they simplify sourcing, booking, and managing serviced apartments worldwide. Their tailored solutions ensure companies can focus on business growth while Situ handles the complexities of employee accommodation, offering flexibility, compliance, and unwavering support at every step.
The Challenge: Maintaining Seamless 24/7 Support Without Compromising Work-Life Balance
As a global serviced accommodation provider, Situ operates across multiple time zones, handling everything from new bookings to last-minute check-ins and emergency support. Managing this level of service around the clock posed challenges:
- On-call staff struggled with work-life balance due to constant out-of-hours demands.
- Situ needed a solution that would ensure a seamless customer experience without requiring their team to be available 24/7.
- During peak hours, additional call-handling support was needed to manage high volumes efficiently.
Norango’s Role: A Dependable Extension of Situ’s Team
Norango acts as Situ’s trusted support partner, ensuring their clients receive high-quality service at all times without burdening their internal team.
Out-of-Hours Call Handling
- Norango manages all calls outside of business hours, handling everything from new bookings and check-ins to emergency situations.
- With direct access to Situ’s portal, Norango seamlessly retrieves and processes check-in details and booking confirmations.
- Only absolute emergencies are escalated to Situ’s on-call team, preserving work-life balance for their staff.
In-Hours Overflow Support
- When Situ’s team is at capacity, Norango steps in to manage in-hours calls, ensuring no booking opportunity or urgent request goes unanswered.
Results: Increased Efficiency, Happier Staff, and Exceptional Service
- Enhanced Work-Life Balance: Situ’s on-call staff can now enjoy their personal time without the stress of out-of-hours calls unless absolutely necessary.
- Seamless Customer Experience: Clients receive round-the-clock support without any disruptions, ensuring smooth check-ins and immediate assistance.
- Scalability & Cost Savings: By outsourcing their out-of-hours and overflow call handling, Situ avoids the costs of hiring additional staff while maintaining top-tier service levels.
- Operational Efficiency: With Norango acting as an integrated extension of Situ’s team, calls are handled professionally, bookings are processed smoothly, and emergencies are managed swiftly.
A True Extension of Situ’s Team
At Norango, we don’t just answer calls—we embody our clients’ ethos, values, and dedication to service excellence. For Situ, that means delivering the same warm, efficient, and knowledgeable support their customers expect, whether it’s noon or midnight.
No matter what the Situ, we sort it!
