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


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


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.


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.   


A national chain restaurant 


United States


 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.