The Challenge: Fragmented Support Systems Creating Franchisee Frustration

A national fast-food chain faced significant operational hurdles with their franchise support infrastructure. Support teams were working in isolation across multiple disconnected systems, relying on a basic ticketing system with a single email intake channel. This fragmentation forced franchisees to navigate complex support paths without any visibility across their store locations. Adding to this complexity was the chain's transition to a new corporate IT system, which necessitated accommodation of distinct use cases and various user types.

The Solution: Unified Cloud Platform with Intelligent Routing and Custom Integration

We implemented a comprehensive cloud-based solution that revolutionized the chain's support ecosystem:

• Deployed an integrated Service Cloud and Experience Cloud platform with a custom portal
• Developed intelligent ticket routing based on specific support categories
• Created a comprehensive knowledge base with intuitive access
• Built real-time case tracking capabilities across all store locations
• Established a point-to-point integration with their primary vendor partner
• Implemented custom sharing rules to manage complex licensing requirements
• Set up automated communications to streamline support processes

The Results: Enhanced Visibility, Efficiency, and Adoption Across 2,000+ Locations

The transformed support ecosystem has delivered impressive outcomes:

• Unified 10+ support teams and 2,000+ store locations on a single platform
• Eliminated email-based support in favor of a structured, trackable system
• Significantly increased case deflection through improved knowledge resources
• Enhanced reporting capabilities for support management
• Streamlined case submission process for franchisees
• Improved cross-location visibility for multi-store owners
• Established a scalable architecture that continues to accommodate new support teams monthly
• Demonstrated strong user adoption and sustainable growth

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