Live Talk

Contract AI Forecast: Risks are Not Expected

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

1000

portal users

300

specialists working in the system

9

business units connected to the service

289

services available

11000

requests tasks in month

5000

packets sent through services of integration every day

The region’s largest restaurant chain includes 645 business units in 120 cities. More than 50 000 specialists serve 1.4 billion guests every day. As the leader of the fast food industry, the company implements advanced information technologies.

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.

Selecting Solution

The system should've been built around a portal where employees, whether they work in a restaurant or back office, could create, monitor and send requests to specialists in different spheres. That is why the system must comply with the following requirements:

  • User-friendly and easy to learn interface
  • Easy access to all the information about the assigned performer, task deadline, and work status
  • Quick interaction between employees and performers right through the portal
  • Docflow support including predefined request forms and document exchange within request processing
  • Single knowledge base with standard guides and documents for employees

The company also determined additional system requirements:

  • Easy system administration: opportunity to create new services and forms of request, adjust business logic and workflow processes without coding
  • Flexible adjustment of customizable forms for each request: automatically define dependencies between fields, calculate default values, and manage visibility
  • Auto routing of requests depending on their form and preconfigured process for each service, e.g. approval or notification on critical issues
  • Tracking performers’ work and quality of request performance
  • Integration with third-party systems
  • Easy setting of email notifications about system events
  • Monitoring and report features

Back in 2008, the company implemented the Directum system as the digital archive for financial documents. This experience was a key driver in company’s solution choice. Some of companies’ employees have already worked in the system, so opting for it again was the next step in building a corporate digital ecosystem.

Other advantages were quick and flexible adaptation of the solution to various business processes and user-friendly portal for external users.

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. Directum 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 Directum system.

Currently, 300 specialists work in Directum 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.

Solutions

Depending on the user’s role, an employee can work in the system in one of the following ways:

  • Directum RX system where an assigned performer can access full functionality when working with requests, and an administrator can configure the service portal
  • Personal Account on the Service Portal where employees can send requests and interact with assigned performers. Performers can only do main actions on requests
  • Directum Web Access for partners to manage services they provide
  • KPI dashboard for managers to monitor key performance indicators
  • Integration mechanisms for data exchange with external and internal systems
  • Configuration center of email notifications about various system events

Customers just need to select the required service from the catalogue and fill in a special request form. The list of available services depends on whether the customer is an office staff or a restaurant manager.

Later on, they can easily contact the assigned specialist to ask any questions to provide additional information.

Customers can also subscribe to email notification that will inform them about any actions on the request.

Performers process requests and receive assignments in accordance with the predefined routes.

First, a performer registers a request and, if required, asks additional information from the customer. Right in Directum, he or she can also interact with colleagues, for example, to forward an assignment to another specialist, or to approve a possible solution. After all work on assignment is completed, the performer consults the customer to make sure that he or she is satisfied.

Partners also have access to the system. Depending on their role in request processing, they can do the following:

  • Create and fulfill requests sent from the service portal
  • Complete assignments in Directum just like an in-house company employee
  • Work in their own CRM/ServiceDesk integrated with the service
  • Work in the Directum Web Access to set the list of available services

Department Managers can easily track performance of their teams using Reports and KPI dashboard. With the graphic report tools, they always know how many requests are in progress, how their teammates are performing, whether the requests were registered and processed in a timely manner, and which requests were closed without objections from customers.

Administrators can add new forms and customize the existing ones to configure any business process ensuring the right information is included in a request. Easy-to-use form editor allows them to:

  • Place different interface elements, such as strings and text, date and time, whole and fraction numbers, drop-down lists, radio buttons, checkboxes, attachment panels for files and images.
  • Define dependencies between drop-down lists and Directum databooks or between fields.
  • Configure mandatory fields, access to changing values, display conditions, and default values.

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
  • «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 Directum Company, we managed to create a digital environment for effective solution of any service issues»

     

    Project Manager from the company’s part

  • «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

  • «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 Directum 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

1000

portal users

300

specialists working in the system

9

business units connected to the service

289

services available

11000

requests tasks in month

Do you have similar tasks?

Schedule personal demo

111

More than 2600 organizations in 20 industries across 10 countries rely on us:

Contact
Us