Nando’s implement TOPdesk service management platform
Nando’s, the 200-strong chain of casual dining restaurants across Australia and New Zealand, has adopted a new IT support service from TOPdesk’s highly rated, cloud-based service management platform delivering a unified and transparent view of IT services that support head office staff and restaurant venues.
Nando’s has integrated IT incident, asset and change management into TOPdesk as well as introducing a new self-service portal making restaurant managers much more self-reliant in fixing IT problems for themselves.
The implementation of TOPdesk began in early 2020 but was put on hold during the COVID pandemic while Nando’s focused on the launch of their new digital platform to meet the evolving needs of their customers.
Nando’s uses TOPdesk to capture information and quickly assign jobs to IT team members and keep track of their progress. With the initial implementation now complete, Nando’s continues to develop an internal service catalogue to provide even better support for their restaurant venues and central support staff.
According to Nando’s IT Operations Manager, Barney Rehfisch, lockdown, and the change in business model brought about a new sense of self-reliance among its restaurant managers.
“Increased control and visibility of our IT assets has allowed us to deliver a better IT experience for our people,” said Barney. “Our knowledge management system unlocks standard solutions to everyone, reducing the dependency on the IT team to help fix or answer common questions. The TOPdesk self-service portal delivers much-needed transparency allowing restaurants and central support staff to now easily see the status of their IT requests.”
Nando’s has also begun to broaden the scope of TOPdesk to include change management to reduce risk and continually improve their ability to meet service commitments and expectations.
TOPdesk general manager for Australia and New Zealand, Marian den Ouden, believes Nando’s has laid a strong foundation for continued employee and customer experience improvements.
“Our aim with the initial adoption of TOPdesk is to give the customer complete visibility costs and service delivery. That then opens the door to embedding service excellence at the heart of everything you do whether it is for employees, contractors, suppliers or customers.”
Originating in South Africa in 1987, Nando’s has been dishing up its legendary flame-grilled PERi PERi chicken in Australia since 1990. Today there are around 200 Nando’s restaurants across our great country, spicing up the fast-casual dining scene. Indulge in 24-hour marinated chicken; available on the bone, or in a delicious burger, wrap or pita.
Choose from a fresh range of salads and sides including Nando’s famous PERi PERi chips, spicy rice and corn. At Nando’s you pick your food, then pick your flavour. From BBQ all the way up to a hit of Extra Hot, there’s a taste for everyone.
Since 1993, TOPdesk has helped organisations improve their service delivery and create an environment where their employees can thrive. It does this with user-friendly, easy-to-integrate products that encourage working together and with a highly engaged team that thrives on learning, sharing knowledge and forming partnerships.
Today, there are more than 900 employees spread across 16 offices in 11 countries, helping a community of more than 4,500 organisations around the world deliver better services. Customers rate TOPdesk a 4.7 out of 5 on Gartner Peer Insights.
TOPdesk has received an “Honourable Mention” in the 2020 Gartner Magic Quadrant for IT Service Management Report, has been named a strong performer by Forrester, and received the “2021 Best Customer Support” and “2021 Best Usability” awards from TrustRadius.
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