World Challenge & Hoth CSM: Global Incident Management, Made Simple

Adventuring with Confidence, Powered by Hoth

When teenage adventurers travel to remote corners of the globe, World Challenge ensures they’re backed by a world-class incident management system. Since 2007, Hoth’s Customer Support Management (CSM) has been the backbone of their Operations Centre in High Wycombe, UK.

From Crisis to Control—Reliable Tools in Remote Locations

World Challenge’s teams operate in 45+ destinations across jungles, mountains, and deserts. During peak periods, the Centre logs around 350 incidents per month—sometimes involving multiple agencies and critical decision-making.

Josefine Fox, Business Support Manager, explains:

“Hoth gives us a complete audit trail—vital when managing incidents in difficult terrains. It smooths operations and enhances safety.”

Why World Challenge Chose Hoth:

Stability & simplicity: Replaced a limited FileMaker system with an intuitive platform that required minimal training.

Real-time access: Teams can log incidents from anywhere, even jungles in Borneo.

Automation & analytics: Incident categories, local timestamps, and pull-down menus were tailored quickly with Hoth consultants.

“It’s so intuitive, staff were using it confidently within a week. It has never crashed on me once,” said Operations Support Manager Richard Steele.

“It was simply better, easier, and more robust,” added Fox.

“It’s an accolade to the platform that everyone accepted it so readily.”

Today, Hoth CSM continues to support safety, decision-making, and peace of mind for young explorers and their guardians—wherever their journey takes them.