Luxury Redefined: How The Breakers Transformed Operations with BOSSDesk™ ITSM and Help Desk Software

The adoption of BOSSDesk™ at The Breakers has yielded significant benefits across various facets of their operations:

• Enhanced Operational Efficiency: The transition from manual, paper-based processes to automated workflows facilitated by BOSSDesk has streamlined operations, reducing administrative overhead and accelerating task execution. Within the the ticketing system itself they have been able to really customize and get granular to the specific needs of the different teams within the help desk thereby improving operational efficiency across the board. Issues are now taken care of speedily. Instead of filling out manual forms, they now raise a ticket or fill up a form online which is assigned to the right tech and gets escalated as needed for quick resolution. As a result, the turnaround time, not just productivity, has vastly improved.

• Improved Service Delivery: With the implementation of BOSSDesk's Help Desk Ticketing System, The Breakers has achieved faster response times and resolution of IT issues, leading to improved user satisfaction and productivity by setting up triggers and alerts within the ticketing system. They have been able to focus on specific alerts, setting up SLAs and making sure all triggers are firing off at the right time, ensuring that they get proper alerts when needed. This helps them prioritize incidents and has vastly improved the resolution times of incidents and the user satisfaction that comes with it.

• Optimized Asset Management: The robust asset management capabilities of BOSSDesk have empowered The Breakers to track and maintain their diverse assets effectively, ensuring optimal performance and longevity while minimizing downtime. BOSSDesk helps with license management and also with PCI compliance for all of Breakers credit card devices and point of sale machines. If any system is down it allows them to keep track of the device and repair or recycle it, ensuring they follow the full life cycle management processes. Effective asset management is achieved by pulling all available devices into their system with an Active Directory scan so they get a real time view of what is going on with each device. They also have the BOSSDesk Dell warranty integration which gives them visibility into which devices are under warranty and which ones have warranties that have expired. They even scan in devices manually, like cash registers that are not on the network. They are also able to track mobile devices which makes a huge difference. They have a wide range of mobile devices like iPads, credit card devices and point of sales systems. It's imperative that they track and manage all devices and pieces of equipment for PCI compliance.

• Proactive Maintenance: By leveraging BOSSDesk's incident management  features, The Breakers has transitioned from reactive to proactive maintenance strategies, mitigating risks and enhancing operational reliability. They specifically use BOSSDesk for all of their maintenance requests as well as recurring tasks by creating alerts based on triggers. The facilities management team uses BOSSDesk to monitor recurring issues, to schedule tasks, like changing out A/C filters, and to track plumbing or electrical maintenance issues.

• Effective Life Cycle Management and PCI Audits: The team at Breakers uses BOSSDesk for effective lifecycle management and PCI audit compliance. As far as the life cycle management aspect, they can make decisions like which device needs to be recycled based on the status of the scanned devices at any point of time. They also have visibility into how many devices they have on the floor at any given time, where they are located and track their movements. This has been a huge benefit to them as they can go in and find out how many credit card devices they have in storage, or how many they have at one of their restaurants like the Seafood Bar at any given time. When a the devices is in need of repair, they can update the status in real time. This information comes in handy when they are doing their audits to be compliant. As they are actively monitoring devices, the lifecycle management is simplified and they can easily figure out what needs to be recycled or repaired. This is of course a cost saver but more than the financial aspect, they save a lot of time and effort when figuring out what happened to each device.

• Real-time Visibility: The centralized dashboard and reporting functionalities of BOSSDesk provide The Breakers with real-time insights into their operations, enabling data-driven decision-making and continuous improvement initiatives. They pull all available devices into their system with Active Directory so they get a real time view of what is going on with each device. They also use the scheduling feature in BOSDesk for both tickets and reporting. This helps the IT Manager to go over the ticket SLAs based off of reports and makes sure that all high priority requests are attended to in a timely manner. He can make sure that they are monitoring all devices, following good lifecycle management, and stick to compliance metrics which help them with auditing adherence.

• Mobile Accessibility: The intuitive BOSSDesk mobile app enables facility maintenance and service technicians to access and update information on the go, improving responsiveness and agility in addressing service requests. Technicians on the floor all have an ipad, and they can handle ticket requests on the go. It is a game changer, saves time and improves their efficiency.

• Customization and Scalability: The customizable nature of BOSSDesk allows The Breakers to tailor the solution to their specific needs and scale it as their operations evolve, ensuring long-term relevance and value. An excellent example of scalability is the implementation of BOSSDesk at Breakers Row which is a group of  private residence buildings and a part of the Breakers community. The success of BOSSDesk at the Breakers led to extending BOSSDesk to Breakers Row for facilities management. Their manual tracking methods have been automated with BOSSDesk. They use it for tracking all of their maintenance requests as well as recurring issues and scheduling regular maintenance tasks like changing out A/C filters, plumbing, electrical and anything else that the facilities team is responsible for. The technician or the service person are able to look into the resident's history of issues then provide quick resolution. BOSSDesk helps them respond to and take care of resident’s requests quickly and efficiently which has significantly improved customer experience.

Benefits of implementing BOSSDesk:

The implementation of BOSSDesk at The Breakers exemplifies the transformative power of modern ticketing software and help desk ticketing systems in driving operational excellence and customer-centricity. By embracing innovation and leveraging the advanced functionalities of BOSSDesk, The Breakers has positioned itself as a leader in the hospitality industry, setting new standards for efficiency, productivity, and service delivery.

The biggest benefit has been how quickly and easy it is to get the information they need to be able to respond to. Being in hospitality, people are paying a premium and expect excellent service to go with it. They want every issue to be addressed quickly and it is nice to have all their data readily available so we can provide the level of service that Breakers offers. 

"BOSSDesk™ has been a game changer. It helps us link problems together, find those root causes and fix things quickly." Andrew Romero, Manager - Technology Support Services

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