As the world’s largest restaurant chain by number of locations, Subway® has nearly 40,000 restaurants, all independently owned and operated by franchisees.
How does the brand keep up with franchisee and guest expectations? One way is by bettering the franchisee technology experience. Subway recently transformed its entire IT support model. At the core of this transformation is the Now Platform, which connects franchisees to a single set of processes powered by modern digital workflows.
“If we take care of the franchisee, they're going to take care of the guest,” says ServiceNow advisory solution consultant Daniel Hernandez, summarizing Subway’s philosophy of driving consumer satisfaction by equipping restaurant owners with powerful, integrated technology.
Already, the move is paying off. When the pandemic drove more guests to digital channels, Subway had the agility to serve them safely, wherever they were. According to John Grieco, Subway’s vice president of technology service and infrastructure, in 2020, Subway’s digital sales increased 115% year over year, and this momentum has continued into 2021 as consumer behavior evolves even further.
In 2020, Subway’s digital sales increased 115% year over year, and this momentum has continued into 2021.
Aug 10, 2021, 11:31am EDT
| Paid Program
Restaurants Improved Franchisee Experiences Through The Cloud