ServiceNow® (NYSE:NOW), the enterprise IT cloud company, and Cloud Sherpas, a leading provider of cloud advisory and technology services, have helped Einstein Noah Restaurant Group, Inc. transform service management within IT and across the company to other departments such as HR, marketing and real estate. The automation of enterprise-wide services has dramatically improved end-user support processes at restaurants nationwide. Working together, ServiceNow and Cloud Sherpas enabled Einstein Noah Restaurant Group to rapidly roll out ServiceNow across its retail locations.
Einstein Noah Restaurant Group is the parent company of Einstein Bros. Bagels, Noah’s New York Bagels and Manhattan Bagel Company brands. Einstein’s IT organization supports corporate incident management and approximately 500 restaurants throughout the US. Prior to implementing the ServiceNow suite, end-user support at Einstein Noah was challenging from a reporting and end user experience perspective.
“Just dealing with simple IT service requests like fixing a point-of-sale system or ordering new equipment was exhausting, both for our store reps and our IT team,” said Brian Kenfield, project manager at Einstein Noah Restaurant Group. “We were using paper and fax to submit service requests and an offline legacy software product to capture and monitor them. Reporting was impossible and visibility into incident status was extremely limited.”
“As an organization, we wanted to be more proactive,” said Kenfield. “ServiceNow has enabled us to automate key processes and speed service request fulfillment. We now have a centralized resource for IT service management that spans our entire organization, saving us countless hours and significantly increasing visibility into IT service operations. In addition, we are already relying on ServiceNow to automate key processes beyond IT.”ServiceNow offers a cloud-based platform for automating and managing service relationships across the global enterprise through a single system of record. Einstein Noah retail employees and staff from the organization’s IT, HR, Marketing, Payroll, Real Estate and Risk departments use ServiceNow daily to track and resolve technical and compliance issues. The risk team in particular was able to automate and consolidate processes that previously involved several manual forms to address food hazard, food illness, customer injury and employee injury. Across the country, thousands of Einstein Noah workers benefit from their automated self-service processes run on the ServiceNow platform.
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