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NexusAI: From Tickets to Outcomesarrow-icon

Learn about Mastech’s value-driven differentiation and how we accelerate your AI outcomes.

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    Discover how the Mastech ecosystem is enabling customers to make well-informed decisions faster than ever and how we stand apart in the industry.

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    Customer Service Modernization Utilizing AI Assistantsarrow

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    Partnered with a Leading Restaurant Chain to Streamline Support and Deliver Service Efficiency

    Highlights

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    ServiceNow CSM was deployed in 2 months (controlled rollout) with integrated support, leading to a 20% increase in customer satisfaction.

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    Enhanced the IT function by establishing service metrics to foster a culture of continuous improvement within the organization.

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    The field support resolution times also saw a significant 25% increase.

    Overview

    Mastech InfoTrellis 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 

    Tags: Data Activation Customer Service

    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. 
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