Jason's Deli - Cherwell Success Story

The Business Challenge

Recently awarded Best Sandwich Menu Variety from NRN’s Consumer Picks Survey, Jason’s Deli is known for providing healthy menu options and excellent customer service to millions of customers each year. Their goal is to delight customers and create a positive experience every time.

The Jason’s Deli IT department is no different. IT sets the same high standards for service delivery as Jason’s Deli does in their restaurants. IT partners with all areas of the business and wants to be “easy to do business with.” In the past, groups outside of IT complained about using “IT-centric tool” to do their jobs because it slowed them down and made their work more cumbersome. When corporate groups took longer to carry out tasks, it negatively impacted the restaurants. Jason’s Deli restaurant managers sometimes spent nearly 45 minutes with various corporate groups to resolve issues.

Sharing the goal of delighting IT customers, Stephanie Hunt, director of IT support, did not settle for “good enough” even when it took replacing their ITSM tool three times in nine years to find a perfect fit. In addition to finding a tool that made everyone’s jobs easier, she required actionable reporting and business intelligence to better assess trends and promote the value of her service desk’s performance. With their previous ITSM tool, IT was forced to be reactive in addressing business issues because real time information wasn’t available.

Quick Wins

? Reducing average length of support call 78% (from 45 minutes to just 10)

? Increasing overall customer satisfaction by a full 2% in only nine months

? Dramatically improving visibility into key IT metrics

? Streamlined business processes and improved communication

For more information or to get your free demo contact me at: [email protected]