Pizza chain "Papa Jones" transferred technical support of partners to the ITSM 365 platform

2022: Technical Support Transfer to ITSM 365 Platform

On June 09, 2022, the Naumen group of companies announced that the Papa Jones pizza chain had transferred support to the ITSM 365 cloud platform. The solution made it possible to reduce costs by transforming the processes of servicing partners of the franchise network. Monthly technical support processes 2.4 thousand requests in the system.

With ITSM 365, Support accepts requests from network partners to maintain IT infrastructure, set up 1C-based accounting systems, and repair. A separate part of requests refers to updating content on the company's websites: updating menu items, publishing promotions and news. ITSM 365 also prepares accounting documentation to pay for franchisee services.

A technical feature of the project is the ability to configure individual SLA parameters and deadlines for content update requests. This allowed you to flexibly plan promotions and other events - taking into account the real marketing activity of individual pizzerias and the entire company. In addition, the system has revised the forms for submitting applications to the content department to improve the convenience of interaction between institutions with service specialists.

"With ITSM 365, our in-house support professionals are faster at completing partner tasks and keeping deadlines under control, which is important for a fast-growing network. In addition, we were able to reorient the service to a franchise business model, " noted Alexander Shcherbakov, head of the Papa Jones service support and business application development group

"The flexibility of our system in setting up processes can meet your business needs. Thus, the individual approach to SLA for some support services and the specific forms of submitting requests implemented in ITSM 365 further increased the efficiency of customer service, " emphasized Andrey Fitisov, Business Development Director, ITSM 365

Papa Jones has abandoned a foreign CRM system due to rising software maintenance costs. The transition to ITSM 365 reduced costs through flexible competitive license policies.