Phoenix Sky Harbor Airport
Smart systems that let travelers help themselves.
The Challenge
Phoenix Sky Harbor Airport was overwhelmed by repetitive traveler inquiries — parking, terminal directions, flight status, ground transportation. The volume strained their support team and created long response times.
The ModSquad Solution
ModSquad's consulting team designed and implemented a custom Zendesk installation optimized for airport operations. We built self-service knowledge bases, automated routing for common inquiries, and created workflows that empowered travelers to find answers instantly.
The Outcome
Phoenix Sky Harbor achieved a 90% decrease in direct support load — freeing their team to focus on complex traveler needs while routine questions were handled automatically.