Coffeemania (ITSM365.ru)

2019: ITSM 365.Support Implementation

"Coffeemania" uses the cloud service desk platform ITSM 365 to solve the issues of operation and IT, delivery organization, as well as in training cooks.

At the start of the project, the company was faced with the task of choosing a universal solution on the basis of which it will be possible to automate the processes of the operations and IT departments, as well as develop other internal processes. As a result, the company implemented ITSM 365 as a more suitable tool.

Using the cloud platform, a service catalog has been created that helps coordinate the interaction of different departments of the restaurant chain. The project also automates the company's internal processes. The system includes the tasks of the human resources departments, operation and IT department, as well as the communications department, including the work of the PR department and designers. Tasks for the development of menus, advertising and printing also pass through the desk service.

Business process settings allow you to automatically reconcile where necessary. For example, if other pages are needed in the menu, the PR department, without unnecessary calls, immediately in the application agrees on this issue with the head of the department. In addition, a catalog with technological maps of dishes has been created. Each such card contains instructions for preparing and decorating dishes from different countries of the world, which helps to quickly train cooks in restaurants.

Coffeemania is developing its own mobile application. Through it, customers place orders, specify delivery conditions, leave reviews. All improvements to this application are divided into separate tasks in the IT system. The sequence of planned changes, their relationships are visualized through a Gantt diagram.

The ITSM 365 mobile application is used to organize repair work and delivery. Initially, the operation department coordinated the work of field engineers and builders through the application. Then "Coffeemania" adapted a mobile application for managing couriers. The restaurant manager, through a card to the desk service, sees where the nearest couriers are to the point where the order will be collected. The selected courier receives all the necessary information and accepts the application through a mobile application. The restaurant saves time on logistics, and couriers - on clarifying the details of orders and receiving others.