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QSR SPOC featured

Single point of contact provides rapid issue handling at 3,500+ QSR locations

Company profile

  • 3,500 company-owned and franchised restaurants
  •  Chain of drive-in fast-food restaurants known for unique customer experience
  • Offers made-to-order hamburgers and other sandwiches, as well as signature items
Single point of contact case study

The Challenge

Quick service restaurants rely on countless technology systems that support their massive supply chain, POS systems, and customer analytics for thousands of franchise locations. For this brand, with over 3,500 locations, their growing technology environment required managed services for a long list of hardware suppliers and vendors.

As a result, each QSR location struggled to determine which vendor supports each technology system within the restaurant. Franchisees were bounced around to several vendors before finding one that could help. This caused critical downtime for stores, not to mention the unnecessary frustration and loss of revenue.

The Goal: 

This QSR corporation wanted a single point of contact (SPOC) solution for all their store technology support needs, including the following criteria:

  • Accurate call routing with a single phone number for stores to remember
  • Quicker resolution of high-priority items
  • Cost savings generated by the ability to train CSS agents on multiple systems and maximize utilization
  • Concierge-like process for stores needing parts replaced or ordered
  • Improved view into trends by technology or region
  • Agents positioned both in office and remotely across the United States allows for uninterrupted service in the event of weather or other potential work force interruption

Our Solution

Solugenix had an intimate knowledge of the QSR’s operational blueprint having previously provided support for point of sale (POS), drive-thru technology, store network, intranet and back-office technology support. The team supported store technology software deployments, handled escalations and performed proactive problem management.

Solugenix brought together a comprehensive team consisting of the senior account manager and the assigned QSR’s account manager along with an operations manager. This team was then augmented with technology support professionals positioned both in office and remotely, allowing for uninterrupted service across time zones.

The Results

After a successful pilot program, where real world issues were presented to the support specialists in order to give them deep experience troubleshooting the system. At the end of the program, the QSR expanded Solugenix support to cover all locations. Significant cost savings and efficiency gains have resulted from what has blossomed into a two-decade partnership.

Solugenix has grown to become a key support component of three unique retail platforms, providing the same best-in-class mix of a comprehensive remote IT support team that is flexible and scalable to meet the demands of onsite technology, service management, and service desk support.
QSR spoc 3 background

“Your service and follow-up is consistently outstanding and you always respond with urgency whenever the situation requires..”

Chief Information Officer

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