KFC has accelerated case processing by combining the chain's restaurants and contractors on the ITSM 365 platform

2022: Combining chain restaurants and contractors on the ITSM 365 platform

KFC in Russia (AK Restaurants Rush) has combined about 10 service contractors and more than 100 restaurants of the chain on the ITSM 365 platform. This was announced on July 19, 2022 by Naumen. Requests in the IT system are automatically distributed to the executors, so the company has abandoned the first line of dispatchers. Over 3.8 thousand calls pass through the platform every month.

With ITSM 365, A.K. Restaurants Rush has automated software and cash desk services, maintenance and repair, and others, up to 90% of which are handled by external contractors. The implementation of the IT system made it possible to transfer the work with all requests to a single space, solving the problem of individual IT solutions or their absence from service partners. The result was centralized coordination of the process of providing services to the restaurants of the network: applications are promptly distributed to the performers, and it is also possible to control the implementation of all service work.

Comprehensive control of contractors with ITSM 365 allows us to identify problem areas and improve the quality of service for our facilities. As a result, the number of downtime for various technical reasons is reduced, and the profit of the chain's restaurants, on the contrary, is growing, noted Andrey Pavlov, Head of IT Department "Hey Kay Restaurants Rush."

The platform provides a full catalog of services that helps you navigate during the application process. Chain restaurants select equipment, malfunction and other parameters in the universal classifier of the system, after which the application is sent to a specific performer. The approach made it possible to refuse to manually fill out the form by the dispatchers, which eliminated errors in the application for hearing and increased the overall speed of processing calls.

One of the features of the work franchisee is the spread of objects by wide geography. This leads to the need to interact not only with your own employees, but also with contractors. The flexibility of the ITSM 365 platform, in particular the ability to use a large number of channels for submitting applications, reduces the cost of dispatching cases and increases the efficiency of providing services. told Andrey Fitisov, Business Development Director, ITSM 365.

ITSM 365 is integrated with the company's contractors' IT systems, Active Directory catalogs. For the convenience of applicants, there are two ways to work with the platform - through a personal account and a mobile application.