Date: Tuesday, October 16
Time: 4:30pm - 5:30pm
Pass Type: Conference and Expo Package - Get your pass now!
Track: Service Management Beyond IT (It’s a Big World After All)
Format: 60-Minute Case Study
Vault Recording: TBD
In the not-so-distant past, Chick-fil-A’s 2,300+ restaurants were served by seven distinct support centers, across IT, payroll, marketing, supply chain, training, treasury, and facilities/equipment. In a fast-paced environment characterized by a high volume of change, consolidating those helplines into a single corporate service desk was no mean feat. Attend this session where Joni Per-Lee and Tony Letts will share the business drivers that prompted the consolidation and the lessons learned along the way. You’ll also learn about their current initiatives, including moving from a 100% contractor-based staffing model to a fully internal team, making chat and text support available, and enhancing the self-service portal to automate common tasks.