![]() From ticket visibility and quickly escalating support needs to the ability to create custom knowledge bases and assign them to groups, these functions significantly improved workflow efficiency between IT and the user community, such as employees and franchise owners. The transition was easyĪll the Functions They Needed: The functionality of ServiceNow CSM has been just what Abdul-Hadi and his team were looking for. From there, they had full visibility as their ticket moved through the workflow toward resolution. As with ServiceNow ITSM, users simply needed to log in and fill out an incident report form. Seamless upgrades are important to ensure there is no disruption to the user community.Įasy to Use: Focus Brands’ customers were already using ITSM, and they found it just as easy to use CSM. ![]() Abdul-Hadi has found that when ServiceNow makes updates to CSM, those updates work well and don’t interfere with any changes he and his team have made to the instances. But Focus Brands has been able to rely on ServiceNow CSM, experiencing the stability that the Cloud provides.įocus Brands’ CSM instance has also stayed stable through upgrades and daily use. When companies host a system themselves, there can be outages and connectivity issues, meaning the solution is sometimes completely nonfunctional for customers or employees. Stability: As a cloud solution, ServiceNow CSM isn’t hosted by the companies that use it. Implementation began at the beginning of 2019 by April 2019, ServiceNow CSM was implemented, and Abdul-Hadi and his team were seeing the results they were hoping for. They also knew that, since CSM was designed for customer management, all the updates from ServiceNow would be relevant and useful as they further the digital transformation of their customer service model.ĭespite Focus Brands’ complicated situation, Abdul-Hadi says their developer handled everything smoothly. The platform would feed into ServiceNow, showing information like whether a store was open or closed. In addition, ServiceNow CSM integrated with Okta and offered a single sign-on option. They wanted to be able to create knowledge-base articles and assign tasks and resources by each specific brand. ServiceNow CSM offered that ability.Īnother feature Abdul-Hadi and his team liked in ServiceNow CSM was the ability to create user criteria based on the brand. With several franchise owners invested in multiple brands, the CSM platform needed to show franchise owners only the stores that were relevant to them when they logged in to the CSM portal to fill out a ticket or check the status of a ticket. That meant it would be able to help support franchisees from the very beginning and eventually be used by the franchisees’ customers. It was designed for employees and customers at the same time. Why reinvent the wheel?”Ībdul-Hadi and his team knew that ServiceNow CSM was designed to meet their specific needs. We knew that was something ServiceNow CSM provided out of the box. We needed something scalable that could grow with us and something that could immediately provide store managers with a way to see all tickets for all stores. ![]() “We had more needs because we were expanding services to other branches,” Abdul-Hadi says. Why did Abdul-Hadi choose to implement CSM at that particular time? While ITSM could do the job, Abdul-Hadi knew that CSM was designed for the customer service management functions he was looking for and would do them more efficiently than the ITSM could. He knew incidents for IT employees and the customer service workflow needed to be separate if they wanted to be able to dispatch technicians in the future. In addition, he knew that their current solution wouldn’t allow his team to grow the way he wanted it to. Several of Focus Brands’ customers owned multiple stores, and ITSM didn’t allow these individuals to see all the tickets that had been submitted for all of the stores they managed.Ībdul-Hadi knew that this feature came out of the box with ServiceNow CSM. However, it was becoming clear that a key feature was missing. In 2018, the team was using ServiceNow ITSM to take care of these incidents and requests. The team helps with everything from point of sale to integrations and other technology at the store. Business Needs and Choosing ServiceNow CSMĪt Focus Brands headquarters, Rami Abdul-Hadi and his team provide retail tech support for internal employees, enterprise employees, and their customers (franchisees and store managers) across all seven brands. Focus Brands is headquartered in Atlanta, Georgia. In total, it operates over 5,000 stores across the country. Focus Brands is a privately held company that currently owns the following brands: Schlotzsky’s Deli, Carvel, Cinnabon, Moe’s Southwest Grill, McAlister’s Deli, Auntie Anne’s, and Jamba.
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