Stories of our customer success
Discover our repository of case studies that showcase real-world examples of how we are modernizing data for customers.
Partnered with a Leading Restaurant Chain to Streamline Support and Deliver Service Efficiency
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Highlights
ServiceNow CSM was deployed in 2 months (controlled rollout) with integrated support, leading to a 20% increase in customer satisfaction.
Enhanced the IT function by establishing service metrics to foster a culture of continuous improvement within the organization.
The field support resolution times also saw a significant 25% increase.
Overview
Mastech Digital forged a strong partnership with a national quick-service restaurant chain, a key player in the industry with a revenue of around $1 billion, to revolutionize its store support functions. The restaurant chain's legacy ticketing system was struggling to keep up with its rapid growth and adoption of new technologies, leading to inefficiencies in-field support. Our ServiceNow CSM solution transformed store operations, boosting customer satisfaction by 20%. It improved communication, training, and technical support, while establishing service metrics and a culture of continuous improvement. Additionally, field support resolution times saw a significant 25% increase.
Client
A national chain restaurant
Geography
United States
Industry
Food Service
Tech Stack
ServiceNow CSM, Customer Portal, Performance Analytics, Workflow, SLA's
The Challenges
- The client faced field support issues as they added locations and expanded the in-store technology footprint and capability.
- The legacy ticketing system did not provide the functionality or transparency needed to manage the growing requirements.
- The inability to provide adequate support left both company and franchise stores increasingly frustrated with the centralized IT function.