ServiceNow, the enterprise IT cloud company, and Cloud Sherpas, a leading provider of cloud advisory and technology services, helped Einstein Noah Restaurant Group Inc. transform service management within IT and across the company to other departments such as HR, marketing, and real estate. The automation of enterprise-wide services has improved end-user support processes at restaurants nationwide. Working together, ServiceNow and Cloud Sherpas enabled Einstein Noah Restaurant Group to rapidly roll out ServiceNow across its retail locations.

Einstein Noah Restaurant Group is the parent company of Einstein Bros. Bagels, Noah’s New York Bagels, and Manhattan Bagel Company brands. Einstein’s IT organization supports corporate incident management and about 500 restaurants throughout the U.S. Prior to implementing the ServiceNow suite, end-user support at Einstein Noah was challenging from a reporting and end user experience perspective.

“Just dealing with simple IT service requests like fixing a point-of-sale system or ordering new equipment was exhausting, both for our store reps and our IT team,” says Brian Kenfield, project manager at Einstein Noah Restaurant Group. “We were using paper and fax to submit service requests and an offline legacy software product to capture and monitor them. Reporting was impossible and visibility into incident status was extremely limited.”

“As an organization, we wanted to be more proactive,” Kenfield says. “ServiceNow has enabled us to automate key processes and speed service request fulfillment. We now have a centralized resource for IT service management that spans our entire organization, saving us countless hours and significantly increasing visibility into IT service operations. In addition, we are already relying on ServiceNow to automate key processes beyond IT.”

ServiceNow offers a cloud-based platform for automating and managing service relationships across the global enterprise through a single system of record. Einstein Noah retail employees and staff from the organization’s IT, HR, marketing, payroll, real estate, and risk departments use ServiceNow daily to track and resolve technical and compliance issues. The risk team in particular was able to automate and consolidate processes that previously involved several manual forms to address food hazard, food illness, customer injury, and employee injury. Across the country, thousands of Einstein Noah workers benefit from their automated self-service processes run on the ServiceNow platform. 

To speed implementation and adoption of ServiceNow, Einstein Noah engaged ServiceNow master solutions partner, Cloud Sherpas. Cloud Sherpas has completed hundreds of large-scale ServiceNow deployments in the past several years, and the firm has experience deploying ServiceNow across many industries, including many in restaurant and retail industries. Cloud Sherpas managed Einstein Noah’s transition to ServiceNow from start to finish, guiding and training Einstein Noah staff and developing online forms that employees could use to input service requests.

“Selecting Cloud Sherpas as a partner enabled us to make a seamless transition away from our legacy system, and they helped us increase internal visibility and discover areas of business process improvement through the ServiceNow platform, as well as discuss opportunities for the future” Kenfield says. “Cloud Sherpas’ approach expedited the implementation process and training, which internally assisted in a positive reception of the platform throughout the organization.” 

“Cloud Sherpas has more experience transitioning enterprise organizations to ServiceNow, with more than 400 plus ITSM implementations globally,” says Jason Wojahn, president of Cloud Sherpas’ ServiceNow business unit. “We completed a rapid deployment of ServiceNow to hundreds of Einstein Noah workers, and we continue to be the first line of support for questions about ServiceNow. We are excited to have helped Einstein Noah achieve its internal success metrics for deploying ServiceNow and are proud to be their partner for this significant cloud deployment.”



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