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Einstein Bros. automates service relationships with ServiceNow platform


Lakewood, Colo. – Einstein Noah Restaurant Group, parent company of the Einstein Bros. Bagels, Noah’s New York Bagels and Manhattan Bagel Company brands, has rolled out the cloud-based ServiceNow platform. Einstein retail brands are now 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 retailer says the automation of enterprise-wide services has improved end-user support processes at restaurants nationwide. To speed implementation and adoption of ServiceNow, Einstein Noah engaged ServiceNow solutions partner Cloud Sherpas.

“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,” said 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. “

Kenfield said that ServiceNow has enabled the company to automate key processes and speed service request fulfillment.

“We now have a centralized resource for IT service management that spans our entire organization,” he said.

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