How Subway’s IT support reduced wait times from 30 to two minutes
24/7 Global Support
The once pay-by-the-minute, monolingual help desk is now a flexible, cloud-based line, serving franchisees in nearly 40,000 worldwide locations around the clock, at no cost to the franchisee, in their choice of five languages.
Even more efficient? Enabling franchisees to solve IT issues on their own. Using ServiceNow’s Customer Service Management (CSM) platform, Subway built an automated knowledge base of 1,500 articles with illustrated, step-by-step instructions to resolve common problems.
By putting restaurants on a cloud platform, Subway IT has visibility into franchisees’ systems as soon as they call in—and calls are automatically routed to the right representative. The result? First-contact resolution at an impressive 82.8%.
Intelligent Call Routing
How Can Subway Reach All Stores SImultaneously?
How Did Help Desk Wait TImes Shrink by 28 Minutes?
What perks do diners get from more efficient systems?
Click To Explore How Subway Is Driving Franchisee And Guest Satisfaction Through IT Innovation
How providing nearly 40,000 restaurants with a cloud-based platform unlocked efficiency
For Joshua Griffin, owner of five Subway franchises across Louisiana, connecting in-restaurant devices to a cloud platform makes his day smoother. “The new system is much better for the franchisee on the go,” he says. “It allows me to open service tickets when running between five restaurants. The response time is quicker and it also frees up my phone so that I’m able to take calls from my employees.”
Moving to a cloud-based platform streamlined how franchisees engage with Subway. Rather than, say, emailing one corporate contact with IT requests and another with legal paperwork, franchisees can manage most communications through a digital portal with built-in progress tracking.
One Platform, One Portal
Another platform perk: Corporate can quickly and automatically alert all or select restaurants to new features or global IT bugs with ETAs for resolution.
Real-Time Service Alerts
How powerful engagement tools built a smoother guest experience
As demand for more flexible, digital ordering experiences grows, Subway meets guests on the channel of their choice, says Subway’s Grieco, “whether that’s curbside, remote order, third party delivery, in-restaurant, who knows what’s next? We’ve got a tool now that morphs to business needs.”
Next up, Grieco sees a continuation of in-restaurant automation, such as artificial intelligence with chatbots, that will save time for restaurant employees and allow Subway to continue to deliver a better guest experience that includes freshly made food with fast, friendly and convenient service.