Support Now: Where Operators go for Help in a Hurry

When Chick-fil-A? franchisee Operators and guests need to overcome challenges, they want fast and easy solutions. That explains the new name of the department focused on delivering answers: Support Now.?

“The reason it's “now” is because that speaks to receiving immediate support. We are the first line of defense, or the first line of what I hope to be resolution,” said Robert McLaughlin, Executive Director of Support Now. The department once served just the Restaurants. Support Now is building the in-house capacity to help guests.?

Formerly known as Chick-fil-A Help, Support Now removes obstacles for “pretty much anything under the sun,” said Chris Thomas, a team leader who coaches specialists and agents that support the Restaurants.??

Thomas and the Support Now team engages with partners across Chick-fil-A to solve issues related to marketing, equipment, technology, supply chain, legal and more. Agents and Specialists troubleshoot to identify work-around solutions. Senior team members identify root causes and propose resolutions that aim at preventing future stop-gap solutions.??

“Chick-fil-A is on the cutting edge of technology, so it’s constantly changing,” Thomas said. “Working with our Digital Technology Transformation (DTT) team, we know they’re constantly exploring, experimenting and piloting ‘what’s next.’ We want restaurants to know that we’re partnering with them and making sure that we’re as knowledgeable as possible to support those technologies is one of our main goals.”?

Displaying ‘Championship’ Traits?

Six traits define Support Now. McLaughlin, who said his “superpower” is to build championship cultures, created the principles to inspire the highest quality support.?

• Go to player: Be someone who can propel others forward and can be counted on.?
• Relentless teamwork: Know that you never have go it alone. We’re better together, and you’re part of a team.?
• Positive energy: Be optimistic and have the juice. See obstacles as opportunities.?
• True grit: Have purpose and have passion.?
• Flexible mindset: Know that things change, so adapt. What works today might not work tomorrow.?
• Grateful heart: Practice gratitude for a company that’s supportive, caring and generous. Gratitude is an attitude.???

“If we live those out,” McLaughlin said, “we're able to work through the hard times and prosperous times alike, and we're able to celebrate our successes as a business.”?

?‘To Make It Easy With Care’?

?Support Now agents pride themselves on finding the answers without going deeper into the organization for subject-matter consultation. The team estimates it resolves 90 percent or more of the issues sent its way without “escalating” to other departments.?

Providing high-quality help is in their motto: “To make it easy with care.”?

“We’re here to serve. Everyone who comes to us, we’re passionate about serving them – the operator, the team member, the guest,” said Ashleigh Baker, a knowledge management lead for the team that compiles answers to previous issues and catalogs them in a library for field agents and Operators. “Our support allows restaurants to keep adding value to their communities, as they serve great food and bring joy.”??

Field agents like William Bryant take requests directly from Operators. Bryant specializes in payroll and treasury for restaurants, and he loves applying his knowledge of information technology to financial services. He smiles every time he helps with payroll.???

“It's more fulfilling for me just knowing that I'm affecting someone's life and making sure that people are being paid,” Bryant said. “Being able to make sure that those households can keep going, there’s nothing like it. That’s a level of support that can make a difference in someone’s life.”?

For careers with Support Now, click here.