Transforming Shop Experience
About the Customer
A leading UK-based quick service restaurant transitioned to a modern managed services model to elevate its shop-floor experience. With a focus on improving service quality, operational efficiency, and staff productivity, the customer sought to digitize key processes across End User Services, Service Desk, and Infrastructure while modernizing its extensive IT landscape through hyperautomation.
Background
Shop onboarding and offboarding were manual and error-prone, leading to delays and operational inconsistencies. A growing number of incidents pushed Service Level performance below ~50%, while CSAT scores remained low across the retail network. These challenges highlighted the need for a resilient, automation-first model that could scale across stores and eliminate recurring manual inefficiencies.
Solution
DigitalXC implemented a Digital Store (self-service marketplace), enabling full digitization of onboarding, offboarding, and new store launch processes. Critical workflows across Shop Onboarding, Azure, PRTG, and Cisco were automated end-to-end, delivering zero-error fulfilment for six months. The platform streamlined shop operations, improved C-SAT through higher self-service adoption, and laid the foundation for a scalable hyperautomation strategy across the customer’s retail footprint.