Single Window Service
in the Region’s Largest Fast Food Restaurant Chain

Goals and Tasks

The key project goals:

1. Reduce labor cost of service tasks by minimizing time for interaction with back office departments and outsourcing companies.
2. Increase quality and reliability of services by implementing automated request processing, tracking employees’ performance, and visualizing analytical data for managers.

To solve a wide range of business tasks, the company set a goal to implement a single-window system for (interaction with) its restaurants. Such system should enable:

• Incidents troubleshooting
• Consulting
• Requests processing
• Purchases
• Creation and approval of documents

All service requests from the head office and local restaurants must be processed by the single mechanism.

Implementation

The project started with analysis of internal business processes, forming the services catalog, and planning of modification.

By 2017, the implementation team:

• Imported several billions of documents to the new infrastructure
• Deployed and configured the solution
• Finished designing the new system that was named Single Window Service

The key stage was an analysis of internal business processes and their adaptation to the ITIL (Information Technology Infrastructure Library) principles. The implementation team elaborated a list of available services, defined initiators, performers, and approvers. As well as the information that the initiator must provide when sending a request. They also designed requirements to additional server components: supporting databooks, unique request routes, and special reports.
The first stage of implementation covered 16 business units and partners involved in the main business activities:

• IT services for restaurants. The solution was integrated with the Service Desk system used by IT Outsourcing company.
• Quality control of products and shipping. An external supplier was connected to the system and processed all requests right in the Single Window Service.
• Consulting on production issues by head-office specialists.
• IT service provided by the head office. Axirum system replaced previous one (HelpDesk). All in-house employees, including the IT team, started working in the new system.

Moreover, the implementation team minimized administration costs by adopting the system to internal IT landscape. For that purpose, the team introduced synchronization of the following data:

• Users from Active Directory.
• Organization structure from Oracle HR & Payroll.
• Reference data from business databooks store.

The pilot testing covered the head office and 56 restaurants. In just one month, more than 500 restaurants were connected to the system.

Within the pilot testing, more than 15,000 requests were created in the system, which means that approximately 400 requests were created each day. 1,000 users, including partners and employees from the head office and restaurants, got access to the portal. The portal traffic reached up to 400-500 sessions per day. Around 100 specialists processed service requests in the Axirum system.

Currently, 300 specialists work in Axirum and process more than 500 requests created on the portal every day.

For 10 month of system operation, employees created 110,000 requests, sent more than 400,000 messages and 20,000 documents.

Results

The implemented solution satisfied the company’s expectations and requirements. Here are the key business impacts:

• Speeded up request processing
• Improved assignment completion
• Transparent interaction between the back office and supporting companies
• Increased service quality due to quick respond to incoming requests
• Reduced overhead and training costs

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  «Single Window Service is a well-oiled mechanism that helped us to bring internal business processes to the next level, reduce overhead costs, provide quick and high-quality support, create tasks in a few clicks, and check performers’ performance. With the service, we built a united and flexible business model of support management and made a great progress in speed and quality of restaurant request processing. Together with Axirum Company, we managed to create a digital environment for effective solution of any service issues»

   

  Project Manager from the company’s part

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  «Implementation and development of Single Window Service was a challenging task. The project required many efforts to design all key workflows, from detailed requirements elaboration to development of the service catalogue (289 services and 128 unique request forms). Nevertheless, even now we see the great result – a single and easy-to-use service that unites the back office, 558 restaurants, and 9 partners. Every day the solution reduces restaurants overhead costs that used to be spent on resolving service issues, interaction with the back office and supporting partners»

  Special Projects Managers

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  «Our company has rich experience in using IT systems. Therefore, it is important for us to implement modern solutions that proved to be effective and compatible. Basing on the Axirum platform, we managed to create a unified digital environment for effective solution of any service requests. The system is deeply integrated with the existing IT landscape, so maintenance and administration labor costs are cut to minimum.»

  System Administrator