Success project

Providing technical support for a major player in the fast food industry

The Client

The client is the largest and most popular fast food chain in the world, operating more than 30,000 restaurants in 121 countries. In Romania, the company owns 62 restaurants, 26 in Bucharest and 36 restaurants operating in other cities. IT&C equipment fleet consists of 500 POS with fiscal printers attached, 120 computers, and 60 computers with special functions. All the restaurants transmit operational data to headquarters through an integrated communication system. Also, in most restaurants, customers have free access to Internet via wireless hotspot.

Customer needs

Because of the specific activity and owned equipment, the customer needs help desk support 24 hours per day for 365 days per year and intervention on site at the national level to remedy the damages hardware or implementing new solutions and equipment.

Challenges

During implementation we encountered various problems, some of them being:

  • wide range of equipment
  • implementation of new equipment and solutions
  • proprietary software
  • geographical distribution of working points
  • short response time to requests

Solutions

In order to meet the customer’s needs and to respond to the challenges listed above we have implemented the following solutions:

  • a team of dedicated engineers, well trained, working in shifts giving help desk support 24 hours per day every day
  • well defined service procedures
  • remote access to the POS level to reduce response time to requests
  • spare parts on stock for all types of equipment used by the client
  • logistics well set so that we can cover in due time any requests countrywide
  • sistem de management al incidentelor si raportare
  • laboratory where new solutions and equipment are tested before implementation is done in restaurants

Customer Benefits

The key benefits for the customer are:

  • reduced troubleshooting time, critical incidents are being solved in a maximum period of 12 hours in any location of the country
  • proper functioning of the IT&C, equipment availability is more than 99%
  • implementation of new solutions and equipment is accomplished without affecting the normal operation of restaurants
  • the customer receives detailed monthly reports based on which they can optimize the investment in equipment and IT&C solutions
  • IT support costs are easy to budget and optimize, since they are based on fixed monthly rates depending on the number of equipment and number of incidents