ServiceNow CSM Case Study: How Choice Hotels Scaled Franchisee Support

Choice Hotels supports a large franchise network. It serves more than 7,000 hotels, representing nearly 570,000 rooms across more than 40 countries and territories. Each property added another location to onboard, troubleshoot, and keep running.

Choice Hotels needed to make remote support easier for agents and franchisees without adding another disconnected system. ScreenMeet linked the support session to the ServiceNow case, so the team could collaborate, troubleshoot, and retain useful case data within a single workflow.

The Challenge: Supporting a Distributed Franchise Network

Choice Hotels had expanded its franchise network while maintaining a suite of corporate software solutions. Franchisees used that corporate software for reservations and other front-office and back-office functions.

As the network grew, the support workload became more complex. Agents had to support properties across different locations, using various devices and relying on corporate software for daily operations. For a team managing ServiceNow customer support, the challenge was not simply remote access. It was keeping the support workflow connected so each case could move from report to resolution without unnecessary steps.

Choice Hotels needed franchisee support software that fit its ServiceNow CSM environment and worked for both agents and franchisees.

The Needs: A Simpler, Scalable Support Experience

The support requirements were clear: improve mean time to case resolution, simplify the experience for agents and end users, scale with continued growth, and capture data that could support process improvement. In practice, that meant creating a direct path from the customer service case to the remote session, with browser-based access for franchisees, support across common devices, and a way to review session activity after the interaction ended.

Choice Hotels’ Support Needs and ScreenMeet’s Response

Choice Hotels was not looking for a standalone remote desktop tool. It needed remote support to live where the case already lived, so agents could move from the reported issue to the live session without breaking the workflow.

The Solution: Remote Support Built Into ServiceNow CSM

Choice Hotels was committed to ServiceNow CSM and evaluated remote support vendors that could fit the platform. ScreenMeet rose to the top because its remote support experience was cloud-native, browser-based, and integrated with the ServiceNow case workflow. It gave Choice Hotels cloud-based remote support software without a standalone console.

That approach addressed the requirements directly. ScreenMeet added the remote session to the case, simplified the connection for franchisees, and retained the work details.

Launch Support From the Case

ScreenMeet appeared as a remote support option inside a ServiceNow case, allowing agents to start an end-user session without leaving the interface where the issue was already documented. This connected the reported problem to the live troubleshooting work and reduced the steps required to open and resolve a case.

When troubleshooting required elevated permissions, agents could request administrator access without sending the franchisee through a separate support process.

Make It Easy for Franchisees to Connect

A franchisee could start screen sharing with a support agent in as few as three clicks from a browser. The approach reduced setup work for users and kept the support process independent of a particular operating system. Because ScreenMeet also supported PC, Mac, Android, and iOS devices, Choice Hotels could use the same approach to remote customer service support across the devices its franchisees relied on.

Keep the Session Connected to the Case

ScreenMeet used an API-first approach to integrate with ServiceNow. Because it operated as a feature within the platform, personally identifiable information did not need to move between independent environments, and the case remained the main record for the interaction.

The SaaS model also supported worldwide localization services, allowing Choice Hotels to extend its support model across regions without maintaining the remote support software itself.

The Results: Simpler Support, Faster Resolution, Better Visibility

The result was a more direct support process for agents and franchisees. Agents could launch a session from the ServiceNow case, connect through a browser, work across device types, and request administrator access when necessary.

That simpler workflow supported faster case resolution without requiring a separate support console. The deployment also retained session data in the ServiceNow case, where agents and IT Operations could review it for analytics.

The benefits extended after the support session ended. Choice Hotels could review common and recurring issues in the software its franchisees use, identify patterns, and retune its operations before new franchisees encounter the same problems.

With the case, live session, and session data connected, the support team could address the immediate issue and use what it learned to improve future operations.

From Case to Resolution

For organizations supporting customers, franchisees, or field locations, the Choice Hotels deployment offers a clear sequence: define the support requirements, connect the remote session to the system of record, and make the end-user experience simple across locations and devices.

If your team is evaluating remote support for ServiceNow CSM, prioritize browser access, cross-device support, administrator access when required, and session data tied to the case. 

Learn more about customer support, or request a ScreenMeet demo.

Download the Original Choice Hotels Case Study

Download the original Choice Hotels case study PDF

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