Session 404: Creating a One-Stop-Shop for Service andSupport at Chick-fil-A (Case Study)

Tony Letts (Senior Manager , Chick-fil-A HELP)

Joni Per-Lee (Senior Director, Chick-fil-A HELP)

Location: ChampionsGate

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.