Franchisee Support Portal Streamlines Case Processes and Improves Customer Experience for National QSR Chain

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.

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