Client story How a Global Travel Leader Keeps Support Moving at the Speed of Travel

Behind the scenes, the client knows that a robust support model is key to delivering great experiences at scale. In 2023, the company reassessed their Microsoft Unified Support model — not only to reduce costs, but also to increase their agility, speed response times, and deliver a better digital experience to travelers who rely on them every day.

By partnering with Insight and transitioning to Premier Support for Microsoft, the client freed up $1.2M in the first year — resources that can now be reinvested into customer-facing innovations, platform performance, and service enhancements.

Scaling responsiveness to match customer expectations

When renewal discussions began in 2024, the client focused on how support services could enhance traveler-facing performance. Insight’s team analyzed usage data and proactively identified a 53% cost optimization opportunity by aligning contract hours to actual needs.

This smart recalibration allowed the client to maintain high-quality support without overcommitting resources — freeing up even more investment potential for platform stability, innovation, and end-user satisfaction.

Behind-the-scenes speed, front-end confidence

Today, the client is enhancing the support experience that quietly powers faster, more seamless outcomes for users:

• SLO-backed technical support minimizes delays and ensures traveler-facing systems operate smoothly.
• Priority escalation for P1 and P2 safeguards uptime and prevents urgent disruptions from impacting customer experiences.
• A centralized ServiceNow portal provides the client's teams with instant visibility and control, facilitating faster internal response to customer-impacting issues.
• Monthly Business Reviews (MBRs) help the client anticipate demand surges, seasonal spikes, and system changes.
• A dedicated Technical Delivery Manager (TDM) offers continuity, insights, and hands-on support, allowing the client's teams to concentrate on delivering value to travelers.

Every layer of this support model is designed to accelerate the client's ability to resolve issues before they ripple out to travelers or partners.

The future looks bright.

The consistent support the client receives — backed by daily performance reports and weekly reviews — has driven more than operational efficiency. It’s built trust and confidence in what solutions they can invest in to benefit customers. From reimagining data protection to advanced security services and more, the client can leverage the power of managed services to strengthen the business, helping them continue to deliver fast, secure, and uninterrupted experiences to travelers all over the world.