CASE STUDY
Industry | Hospitality
Location | United States
Texas Roadhouse, a renowned restaurant chain in several US states, faced challenges managing its IT infrastructure effectively. With a complex environment and diverse data sources, it struggled to maintain accurate and reliable data in its ServiceNow CMDB, leading to operational inefficiencies and governance issues.
End users created most tickets via email, which was harder for the team to process and manage.
The client had zero presence on virtual agent & mobile interfaces.
ServiceNow platform channels and Service Portal were not leveraged effectively for ticket creation.
The manual ticket creation and management process reduced the team's productivity.
Millions
Increased
Improved
Improved Service Catalog offerings to differentiate between issues and service requests.
Reduced customizations and improved form layouts to attract users
Improved ease of use by encouraging end users to raise requests directly through ServiceNow.
Provided a mobile interface for better accessibility and enabled virtual agent experience in the platform.
Congratulations, and a big thank you to everyone who worked on the project upgrade and successfully implemented it. The team did a great job working through all the tasks.
98%
Decrease in Costs from Self-Service Interaction
Audience
- Executives, CTOs, Director
- IT Consultants
- Business Analysts
- Project Managers
- IT Project Coordinators
- Architects and Specialists
