From Failing Support to First-Call Resolution — in 90 Days

How SSI helped a national casual dining chain more than double its first-call resolution rate and slash hold times by building a service desk designed around the demands of restaurant operations.

CASE STUDY

Unacceptable Service Levels Threatening Operations

A nationally recognized casual dining chain operating hundreds of locations was being let down by an IT support partner that could not keep pace with the demands of a fast-moving restaurant environment. With hold times averaging 2.5 minutes, high abandoned call rates, and a first call resolution rate stuck around 30%, store teams were losing critical time — and revenue — waiting for help that rarely arrived fast enough. SSI stepped in with a purpose-built service desk model, designed around the customer’s operational patterns, slashing response times and more than doubling first call resolution, within 90 days.

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