American Chain Restaurant

Mobile Enabled Training and Support for a Staff over 20,000

Challenge:

Delivering a great customer experience is the #1 priority at this popular restaurant. With a menu that has over 300 items and seasonal menu changes, staff training is critical to delivering a great dining experience. With concerns about overwhelming its staff, store leadership were on a mission to provide them with training in a user friendly way.

Solution:

The restaurant group engaged Vox Mobile’s full suite of mobility management services in 2013. Vox Mobile has helped the company develop its plan on how to leverage mobile devices in delivery of training content to its wait staff of more than 20,000. Vox Mobile provides 24/7 end-user support every day of the year, device procurement, configuration and deployment of DEP enabled devices. The staff also has access to the self-service portal for trouble shooting and request submission. Vox Mobile also provides billing expense management of Verizon enabled devices and administrative service for the EMM.

Insights:

The restaurant group feels the partnership it has forged with Vox Mobile has helped them successfully expand its operations to more than 200 locations without any negative impact on its staff or guests. Vox Mobile has become a trusted advisor to the company and working together the future plans are to enable BYOD devices for accessing training content as a way for the users to consume the content when and where they desire.

This leading casino-entertainment provider understood the efficiencies gained by leveraging mobile applications. Unfortunately, their vision of breakthrough innovation fell short without a streamlined approach to application management. End user experience was negatively impacted when multiple departments were required to manage the applications, leaving room for numerous failure points.

This leading casual dining restaurant company wanted to transform their image and become the trendsetter for the millennial generation. Looking to combine the fast food and sit-down dining experience, they needed to reduce the resources required to order, deliver and collect payment in their restaurants. Under their current model, these processes required human interaction at every stage, leaving the door open for inefficiencies, human error and a poor user experience.

This market leader had a business critical need to ‘save the sale’ that would otherwise go to a competitor. Consumers would frequently come into their store in order to view and handle desired merchandise, only to price shop from their mobile device, leave the store and order online from a competitor.

This hospitality giant faced many challenges in managing one of the largest fleets of WIFI-based devices and a largely mobile-enabled workforce. The complex environment includes high device velocity, wide variety in types of mobile users (both employees and guests), shared versus personal devices, high device wear and tear, and a very low adoption rate of its BYOD policies.