Einstein Noah Restaurant Group Improves Support Processes with Cloud Solution

| April 28, 2014

Einstein Noah Restaurant Group, Inc. transforms service management within IT and across the company to other departments such as HR, marketing and real estate with the help of ServiceNow, the enterprise IT cloud company, and Cloud Sherpas, provider of cloud advisory and technology services. 
 
The automation of enterprise-wide services has dramatically 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 approximately 500 restaurants throughout the US.  Prior to implementing the ServiceNow suite, end-user support at Einstein Noah was challenging from a reporting and end user experience perspective.
 
ServiceNow has enabled the company to automate key processes and speed service request fulfillment.  The company now has a centralized resource for IT service management that spans the entire organization, saving countless hours and significantly increasing visibility into IT service operations. In addition, Einstein is 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.

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