A Case Study on Scaling with Science

When you’re one of the fastest-growing beverage chains in the southern U.S., every part of your business needs to keep up—including IT. For HTeaO, known for its premium iced tea and an ambitious expansion rate of one new location per week, managing their complex IT infrastructure became a critical challenge.

That’s where Science On Call came in.

The Challenge: Scaling IT for Growth

HTeaO’s growth is fueled by its ability to deliver a top-notch customer experience, but rapid expansion brought mounting IT hurdles. Each location’s robust tech stack—spanning POS systems, digital signage, online ordering, and more—relied on fragmented support. Employees were stuck flipping through vendor phone numbers instead of focusing on customers.

The company’s new VP of IT, Michael Stoddard, knew the key to sustainable growth was streamlining IT support. His goal was simple: empower employees and franchisees with efficient, consolidated support while freeing up resources for strategic initiatives.

The Solution: Centralized IT Support with Science On Call

Partnering with Science On Call transformed HTeaO’s IT operations by:

1. Providing a Single Point of Contact: Science On Call became the go-to for all IT issues, eliminating the confusion of juggling multiple support providers.
2. Accelerating New Store Openings: By acting as a liaison between franchisees and tech vendors, Science On Call helped HTeaO open new stores faster, smoothing out the process from day one.
3. Supporting Corporate IT Needs: Beyond the stores, Science On Call extended its services to HTeaO’s corporate offices, managing everything from laptops to network setups.

The Results: Lightning-Fast IT Support That Delivers

Science On Call didn’t just solve HTeaO’s IT challenges—they delivered exceptional outcomes:

• Response time reduced from 19 hours to just 22 minutes.
• A stellar 97.3% satisfaction score from users.
• Full onboarding completed in just four weeks.

With Science On Call handling day-to-day IT tasks, HTeaO’s team can now focus on strategic goals and creating memorable customer experiences.

Looking Ahead

As HTeaO continues to expand, its partnership with Science On Call ensures the IT infrastructure evolves alongside it. For Stoddard, the results speak volumes:

“Typically, nobody really likes their help desk in this industry. But right now, everybody on our team loves Science On Call. It’s been one of the best initiatives we’ve rolled out this year.”

Takeaway: Growth Without IT Bottlenecks

HTeaO’s story demonstrates how centralized IT support can enable growth while maintaining operational excellence. With partners like Science On Call, businesses can scale confidently, knowing their tech is in capable hands.

If your business is facing similar challenges, let’s chat! Book a demo and see how we can take IT off your plate.