Restaurant chain L’Osteria achieves 100% customer satisfaction using Freshservice

About L'Osteria

L’Osteria is a restaurant chain, famous for their huge pizzas and fresh pasta. They are known for their authentic Italian cuisine, a unique atmosphere and top-notch hospitality. With more than 120 restaurants across 8 European countries, their achievements include winning the HR Excellence Award 2014, Bayerns Best 50, Best restaurant franchise 2014, and Foodservice award 2012.

Problem statement

L’Osteria was using an outdated legacy system to manage its IT service delivery. With 124 restaurants across 8 European countries, L’Osteria was operating at a grand scale and speed that its legacy IT service desk could not support. Limited capabilities, tedious ongoing maintenance and support, and poor user experience were holding back L’Osteria’s growth. The central IT department catered to all the restaurants of L’Osteria, and their typical requests included problems related to WIFI, machinery breakage, etc. “The IT team was receiving repetitive requests on recurring issues, and our agents were spending too much time answering them," said Manfred Schneider, IT manager at L'Osteria. This was a major source of inefficiency for L’Osteria.”

How Freshservice supports L’Osteria

L’Osteria was quick to realise that to stay competitive in the restaurant business, they needed to modernise their IT service desk. Schneider and the team were on the lookout for a cloud system that was flexible, built for scale, and easy to implement and use. After careful evaluation of the solutions, Schneider and his team partnered with Freshservice to modernize and scale L’Osteria’s IT operations. “Freshservice was easy to set up, train and get started with," said Schneider. "It offered robust capabilities with a modern, intuitive experience.” 

Powerful impact on customer satisfaction

After implementation, Freshservice quickly started delivering value to L’Osteria. It helped the IT team at L’Osteria achieve a 100% CSAT score and provide best-in-class IT service to their users.

• The self-service portal reduced the number of incoming tickets while empowering users to request services, find information, and register and resolve issues. 

• The robust knowledge base helped deliver consistent service delivery and improved ticket resolution time. 

• The service catalogue worked as a one-stop solution where they can search for solution articles and request for any kind of IT services. 

• The graphical workflow editor helped L’Osteria automate approvals and workflows, making the process intuitive for both the requester and the IT team. 

Conclusion

L’Osteria could meet their vision of world-class service, which was made possible by Freshservice’s powerful ticketing system and fast-track solution articles.