Einstein Noah Restaurant Group Implements ServiceNow for Service Automation

ServiceNow Master Partner Cloud Sherpas Accelerates Deployment and Adoption

SANTA CLARA, Calif., Apr 28, 2014 (BUSINESS WIRE) ‑‑ ServiceNow ® NOW , the enterprise IT cloud company, and Cloud Sherpas , a leading provider of cloud advisory and technology services, have 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 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.

“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.”

“As an organization, we wanted to be more proactive,” said Kenfield. “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,” added Kenfield. “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,” said 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.”

Resources

Video interview with Brian Kenfield, Einstein Noah Restaurant Group

In addition, Brian Kenfield will be sharing his insights at the ServiceNow Knowledge® conference this week in San Francisco. His presentation, only available to attendees, will be on April 30 at 5:10 p.m. Pacific in Moscone West Room 3005. Knowledge is the largest gathering of IT professionals using cloud services for enterprise IT service automation.

About Cloud Sherpas

Cloud Sherpas is a global cloud advisory and technology services company, with over 700 people serving Fortune 500 clients and thousands of other businesses around the world. Our experts provide unrivaled cloud strategy, implementation and integration capabilities, having successfully worked with clients across industries. Cloud Sherpas is a Platinum Salesforce.com Cloud Alliance partner, the three‑time Google Enterprise Partner of the Year for Google Apps and a ServiceNow Master Services partner, making the firm one of the world’s leading cloud services brokerages. With a track record of over 5,000 successful cloud implementations, Cloud Sherpas has helped businesses become more connected and collaborative, better manage their customer relationships, and streamline their IT processes. Cloud Sherpas is headquartered in Atlanta, GA with offices throughout the United States and operations in Australia, India, Japan, New Zealand, Philippines, Singapore, United Arab Emirates and the United Kingdom. For more information visit www.cloudsherpas.com .

About ServiceNow

ServiceNow is the enterprise IT cloud company. We transform IT by automating and managing IT service relationships across the global enterprise. Organizations deploy our service to create a single system of record for IT and automate manual tasks, standardize processes and consolidate legacy systems. Using our extensible platform, our customers create custom applications and evolve the IT service model to service domains inside and outside the enterprise. ServiceNow transforms IT from the department of no to the department of now. For more information, visit www.servicenow.com .

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