L’Osteria's Journey to 100% Customer Satisfaction with Freshservice

L’Osteria is a popular restaurant chain known for its authentic Italian cuisine, unique atmosphere, and exceptional hospitality. The chain boasts more than 120 restaurants spread across 8 European countries. L’Osteria has been recognized for its excellence in the restaurant industry, winning awards such as the HR Excellence Award 2014, Bayerns Best 50, Best restaurant franchise 2014, and Foodservice award 2012. The central IT department of L’Osteria caters to all the restaurants, handling typical requests related to WIFI, machinery breakage, and more.

L’Osteria, a renowned restaurant chain with over 120 outlets across 8 European countries, was grappling with an outdated legacy system for managing its IT service delivery. The system's limited capabilities, ongoing maintenance and support issues, and poor user experience were impeding the restaurant chain's growth. The central IT department, which catered to all the restaurants, was inundated with repetitive requests on recurring issues such as WIFI problems and machinery breakages. This resulted in an excessive workload for the IT team and a lack of structure and automation in their operations. The legacy system was unable to support the scale and speed at which L’Osteria was operating, leading to inefficiencies and hindering their ability to provide top-notch service.

Recognizing the need to modernize their IT service desk to stay competitive, L’Osteria partnered with Freshservice. They sought a cloud system that was scalable, flexible, easy to implement, and user-friendly. Freshservice fit the bill perfectly, offering robust capabilities with a modern intuitive experience. The implementation of Freshservice brought about significant changes in L’Osteria's IT operations. The self-service portal reduced the number of incoming tickets, empowering users to request services, find information, and register and resolve issues independently. The robust knowledge base improved ticket resolution time and ensured consistent service delivery. The service catalogue served as a one-stop solution for searching solution articles and requesting IT services. Additionally, the graphical workflow editor enabled L’Osteria to automate approvals and workflows, making the process intuitive for both the requester and the IT team.

• The implementation of Freshservice transformed L’Osteria's IT operations, leading to a significant improvement in efficiency and customer satisfaction. The self-service portal empowered users to resolve their issues independently, reducing the workload on the IT team. The robust knowledge base ensured consistent service delivery across all restaurants. The service catalogue streamlined the process of requesting IT services, while the graphical workflow editor simplified the approval and workflow process. These changes not only improved the efficiency of the IT team but also enhanced the overall user experience. L’Osteria was able to realize its vision of providing world-class service, thanks to Freshservice’s powerful ticketing system and fast-track solution articles.

• Achieved a 100% Customer Satisfaction (CSAT) score

• Significant reduction in the number of incoming tickets

• Improved ticket resolution time