- Company
- Denny's
- Industry
- Restaurant/Retail
- Challenge
- Disjointed systems and a lack of voice self-service, leading to slower service, longer wait-times, and limited performance optimization opportunities.
- Solution
- To integrate 3CLogic’s AI-powered contact center for ServiceNow ITSM, streamlining and enhancing workflows, reporting, and engagements.
Company Quote
-
The toolset, the options, the functionality that 3C gave us opened things up to a world we didn’t have before.
Joey Fowler
Senior IT Director for Technical Services
Key Metrics
-
Streamlining workflows and engagements through a ServiceNow-centric CX platform, boosting efficiency, productivity, and CX while decreasing costs.
Meet Denny's
What started as a small donut shop in Lakewood, California, in 1953 quickly became one of America’s largest full-service restaurants. Today, Denny’s is one of the most valuable and internationally recognized brands in the world, operating nearly 1,600 restaurants across 10+ countries, including the United States, Canada, Mexico, United Kingdom, and New Zealand.
With a people-first approach, Denny’s values not only the experience provided to its guests but also the service given to its restaurant managers and workers. Recent research confirms that 69% of customers feel more loyal to a brand when employees are treated well, confirming Denny’s focus on improving employee experiences is essential to driving business growth and success.1
Leveraging ServiceNow IT Service Management (ITSM) for digital workflows and ticketing, together with a siloed contact center system, Denny’s experienced challenges in providing personalized and fast service. Agents and supervisors were forced to swivel-chair between platforms to find relevant information and data, impacting service speeds while limiting workflow optimization and training opportunities. To better serve its restaurants, Denny’s turned to 3CLogic for its integrated AI-powered Contact Center as a Serviced (CCaaS) solution purpose-built for ServiceNow, empowering the organization with a unified omnichannel platform for workflows, reporting, and engagements.
Denny's story
Denny's story
Prior to 3CLogic, Denny’s relied on a contact center solution operating in a siloed environment from its ServiceNow ITSM platform, resulting in case management and restaurant records being stored in one system while engagements were handled through another. The disjoined systems left the team with metrics, KPIs, ticket information, and performance data scattered across different platforms, making it difficult for agents to quickly resolve IT issues and for supervisors to provide proactive coaching or workflow optimization. With limited access to data, its contact center lacked efficient self-service capabilities, leading to everything from simple and repetitive requests to more complex questions being answered by live agents — the most expensive form of customer service.
With 88% of customers stating they’re more likely to re-purchase a product when receiving good customer service, ensuring restaurant efficiency was a top priority for revenue growth.2 Denny’s quickly recognized it needed to transform its service desk by displacing its existing contact center solution with a more advanced offering that could seamlessly integrate with its foundational ServiceNow ITSM platform and complement existing capabilities with innovative AI and CCaaS features.
Top challenges
1. Excessive platform swivel-chairing
Due to disjointed systems and platforms, agents were forced to swivel-chair between the preferred ServiceNow ITSM platform and the contact center system to gather data and insights. There was no automated connection between a caller, the contact record, and its open incidents, making it challenging to quickly identify needs and resolve issues with relevant and timely information. The complex process was time-consuming and manual, creating a stressful working environment for agents that decreased productivity and retention while increasing call wait times and slowing down service speeds.
“When we start thinking about the calls that we may not be able to pick up, those abandoned calls, that’s potential where we didn’t get to sell a plate of pancakes. So that equates to the potential cost of us not getting to the call.”
2. Long wait times, slow service
Denny’s lack of self-service and additional call-back capabilities (such as virtual holds and voicemail to ticket creation) made it challenging to meet service expectations. With 61% of customers stating they’d prefer to use self-service for simple issues, the solution is essential to meet today’s service expectations.3 With Denny’s agents handling everything from simple to complex requests, call queues quickly overflow, leading to managers and workers waiting on the phone instead of completing daily restaurant tasks. Consequently, the long service desk wait times impacted the restaurants' ability to quickly service their consumers.
3. Excessive and costly manual work:
With its existing contact center, Denny’s supervisors manually audited calls to gather data on agent performance and employee service quality. The process was manual and time-consuming, leading to increased operational costs. With only a small sample of calls audited, agent coaching and training opportunities were created based on assumptions, where a supervisor's perspective or bias easily would guide the feedback and performance score. With the current structure, agents ran the risk of receiving different coaching plans even if tasks were performed identically.
4. Limited performance insights:
Working across different platforms created hurdles for supervisors, where the limited insights and scattered data made it difficult to gather a full-picture view of performance, hindering the team's potential to refine and optimize processes and performance. While restaurant records and ticket management insights were available through ServiceNow ITSM, engagement metrics were stored in the contact center, requiring the team to swivel-chair between systems and platforms to find and consolidate metrics and data. The process of gathering data was manual and time-consuming, leading to supervisors wasting valuable time trying to collect and consolidate information instead of analyzing the data to optimize performance and workflows.
“Pre 3CLogic, the contact center we were using, of course, did not fit; there was not that native, easy integration to ServiceNow, so I found myself often, with the managers, having to run reports from various different systems just so that we could get one vision, one view of how we were doing.”
The Solution
To better serve its internal customers and, in turn, its external customers, Denny’s strategically decided to displace its existing contact center with 3CLogic’s AI-powered CCaaS solution for ServiceNow ITSM. The new and improved contact center solution included ServiceNow-integrated capabilities such as voice and SMS engagement channels, dynamic IVR call workflows, voice-to-text for voicemail transcriptions and virtual holds, AI-powered speech analytics, and enhanced contact center metrics and reporting for existing ServiceNow dashboards, wallboards, and reports. The unified CCaaS solution for ServiceNow streamlined workflows and interactions through a single platform to help boost process efficiency, improve agent productivity, decrease operational costs, and optimize customer experiences.
“I get a one-stop shop to be able to slice and dice and do everything I need.”
The results
After transforming its IT Service Desk with 3CLogic’s AI-powered CCaaS solution for ServiceNow ITSM, Denny’s immediately experienced major benefits:
“The toolset, the options, the functionality that 3C gave us opened things up to a world we didn’t have before.”
1. Single omnichannel workspace for quicker service:
A unified omnichannel platform is key to delivering the experiences customers expect. With 3CLogic’s integrated voice and SMS capabilities for ServiceNow, Denny’s IT Service Desk is now empowered with a single agent workspace. When a restaurant manager reaches out to the service desk, relevant caller data pops into the agent’s ServiceNow screen to provide all information and insights in one place, making it easy to quickly solve customer issues without wasting time swivel-chairing between different platforms.
“I think, in our world, at Denny’s, our restaurant managers and everyone there are still accustomed to calling in, so we still get a lot of calls coming in directly to our IVR system.”
2. Improved call deflection and proactive service:
While believing in a digital-first approach, Denny’s knows they can’t be digital only. There are issues where the service desk team wants live engagements to more easily guide them through a complex process, while there are other times when self-service is the best means of communication. With 3CLogic’s dynamic contact center workflows for ServiceNow, Denny’s has the ability to effectively deflect callers to self-service or a live agent, leveraging historical data and real-time triggers and events. Its low-code, no-code Interaction Manager allows changes to voice queues to be easy and quick, ensuring proactive service and relevant information can be provided to its restaurants at all times.
“The ability for us to quickly change the IVR, change the messaging, to make sure they understand this is a known issue we’re actively working through. For them to be able to quickly hear this and decide, ‘Yep, I don’t need to hold, they already know about it,’ or there’s a tidbit more information they want to tell us to go ahead and leave that voicemail, and again not hold, and we pick it up”
3. Optimizing performance with AI-powered insights:
To reduce manual work for supervisors while enabling a more fair and comprehensive evaluation of agent performance, Denny’s implemented 3CLogic’s AI-powered sentiment analysis. The solution empowers the IT service desk with automated transcription and analysis of 100% of interactions. Integrated with ServiceNow ITSM, supervisors immediately receive a full-picture view of performance that can quickly be leveraged to proactively improve workflows, while agents can enjoy AI-powered coaching in real-time, providing in-the-moment feedback for more high-quality service. With less supervisor time spent manually auditing calls and higher-performing agents, Denny’s is able to decrease operational costs while increasing revenue.
“Being able to do coaching and utilize speech analytics and understanding our utilization of our agents and those things, it does equate back to dollars. How much we’re spending on the desk or rather how much we have the potential to lose if we don’t keep our restaurants up and functioning.””
4. Streamlined reporting insights for ServiceNow:
With 3CLogic’s integrated contact center reporting and insights for ServiceNow, Denny’s is benefiting from omnichannel wallboards and dashboards that combine both digital and voice interaction channels through a single source of truth. With comprehensive performance analytics streamlined through ServiceNow ITSM, supervisors can proactively make data-driven decisions to optimize workflows, processes, training programs, and engagements. The unified reporting reduced manual work and operational costs while increasing efficiency, productivity, and business revenue.
“As we’re doing our call evaluations with the QA team, we can quickly pick up and understand where we fall short and where we can do a little better. It has helped us with coaching so that we’re better at what we’re doing.””
What's in it for you?
What's in it for you?
Is your organization challenged by disjointed service desk systems, limited reporting visibility, manual and time-consuming work, and increasing operational costs? Don’t wait! Schedule a meeting with a ServiceNow-certified expert from 3CLogic, the only ServiceNow Advanced Platform CCaaS vendor in the market. We’ll guide you through a personalized process to transform your customer or employee experience for today and tomorrow.
Explore our case studies
Read about our customer stories and learn how 3CLogic helped them grow.
Explore all case studies
