Much of our work for our clients is about security and privacy. It is confidential and we cannot directly talk about what we do. This case history for a multinational fast-food restaurant chain is one of those projects.

Challenge

A renowned quick-service restaurant chain in Australia set out to improve its corporate efficiency through the adoption of an ITSM & ESM solution, leveraging Atlassian Products. The primary objective was to provide store staff with a seamless method for submitting requests and incidents, which would then be automatically directed to the correct support teams, including third-party suppliers. A crucial part of this initiative was integrating the system with the client’s extensive network of stores and franchises. Jira Service Management (JSM) stood out as the platform of choice due to its user-friendly interface, wide-ranging capabilities, robust integrations, and cloud-based framework.

Action

In early 2023, Togetha Group initiated a partnership with the client that embodied Atlassian's core values. Together they formed a project team combining talents from both entities who embraced an agile approach to manage design and functionality enhancements iteratively in sprints:

• Jira Service Management (JSM) along with Enterprise Service Management (ESM) for precise planning and tracking activities
• Confluence was instrumental in documenting detailed requirements, designs, and test scenarios according to stringent internal standards that featured advanced functionalities like role-based access control and asset schema design while ensuring smooth integration across systems

The Togetha Group team adeptly managed complex configurations such as API connections with Salesforce by fostering close collaboration between internal teams at the client company and their franchise partners. They also developed documentation templates which enabled internal teams to create customised automations using pre-developed content efficiently.

Comprehensive training sessions conducted by Togetha Group provided the client’s team profound knowledge on how best to utilise Atlassian Platforms for ongoing support needs.

A phased deployment strategy ensured smooth transitions for stores migrating from legacy systems by avoiding major disruptions or delays. This careful rollout allowed quick identification and resolution of any unexpected issues while supporting fast-paced expansion effectively.

Result

Through this collaborative effort, The client received a comprehensive SaaS solution hosted on Atlassian Cloud Platform seamlessly connected via APIs with Snowflake among other critical systems — enhancing data acquisition processes along request routing capabilities extending towards supplier networks down through individual franchise operations.

The implementation granted unparalleled visibility into every request submitted by store managers throughout all levels of management thereby streamlining practices among franchise owners providing pathways toward substantial scalability minimising operational hiccups during managerial changes within stores.

Furthermore, this strategy significantly lowered support ticket volumes by empowering store staff -and other user groups - with access self-help articles alongside being able to submit traceable requests or incidents either via an intuitive Help Centre or simple email interactions; greatly improving consistency in handling emailed inquiries.

With unwavering commitment towards adhering closely to customer-centricity uniformity coupled rich collaborative experiences; even post-implementation sees Togetha Group continuously striving excellence delivering superior services aimed merging application platforms thus easing system interactions further underpinning streamlined operational ethos.

Stay tuned

Stay tuned for more case histories competed by Togetha Group!

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