Success Story - Independent

About Independent Purchasing Cooperative

Independent Purchasing Cooperative (IPC) manages the purchasing and supply chain for Subway's 36K North American franchise locations.

Independent Purchasing Cooperative (IPC) is an independent Subway franchisee-owned and operated purchasing cooperative based in Miami, Florida. IPC works with Franchise World Headquarters LLC to negotiate the lowest costs for purchased goods and services, while improving quality, enhancing competitiveness, and ensuring the best value to Subway members and their customers. The company's IT team supports operations for its headquarters and two call centers. The team also operates line-of-business applications that support the sale of over 4 million Subway sandwiches each and every day. IPC's mission is to help Subway franchisees be more profitable and competitive—today and for the future.

Industry

Food & Beverage Services

Software

ITSM (Intelligent Service Management)

Benefits

• Dramatically reduced IT operational costs due to cloud-based infrastructure
• 92% reduction in system administration time through codeless configuration and automation
• Increased compliance and confidence in releases with ITIL-verified change management

The Challenge

IPC's IT team was struggling with their complicated change management processes until they discovered Serviceaide's Intelligent Service Management solution. Soon, IPC was able to dramatically increase ITIL efficiency and decrease overhead.

Before the advent of Intelligent Service Management, IPC's service management system was highly resource-intensive, requiring three full-time developers to configure and manage an on-premise infrastructure with significant operational overhead. The IT department also struggled to implement fundamental ITIL processes across their IT organization.

"We deploy releases into production twice a day, and it's critically important for auditing requirements that we follow effective change control," says the Director of Application Development. "Our previous service management tool had change management processes in place that were difficult to configure and use, putting us at risk of service disruptions and noncompliance."

The Solution

By implementing Serviceaide's fully cloud-based Intelligent Service Management, IPC was able to achieve ITIL efficiency and slash its IT overhead costs. IPC immediately eliminated all unnecessary IT infrastructure expenses. They were also able to dramatically reduce the costs of ITSM support by utilizing codeless configuration and automation. With Intelligent Service Management's ITIL verified change management, asset management, and other processes, the team can now quickly implement change controls for auditing compliance. The easy-to-configure processes facilitate their software delivery lifecycle, for greater confidence and security in their twice-daily releases.

The Results

"Serviceaide's Intelligent Service Management freed up my developers to work on other, more valuable projects. Above all, our highest value is addressing the bottom line. Intelligent Service Management was the right choice for us because of the value we gain from cost and resource savings, complemented by its ease of use." — Director of Application Development

"Now, instead of dedicating three team members to system configuration and management, we allocate just 25% of one employee's time to administration," they said. "Intelligent Service Management freed up my developers to work on other, more valuable projects…We're all about efficiency," they continued. "The ability to configure processes instead of having to develop them not only reduces the burden on our team, but allows us to maximize efficiency and be more dynamic."

"Above all," says the Director of Application Development, "our highest value is addressing the bottom line. During our 16 years in business, we've eliminated $1 billion of overhead through our cost-reduction activities... Intelligent Service Management was the right choice for us because of the value we gain from cost and resource savings, complemented by its ease of use."

About Serviceaide

Serviceaide is a leader in modern service management. Serviceaide's vision is to transform service management, across ITSM, ESM, and Customer Service. Serving customers around the world, Serviceaide applies breakthroughs in artificial intelligence, machine learning, and natural language processing to deliver better experiences, provide enhanced self-service and empower service owners. Serviceaide transforms service through digital labor conversations, automation, and knowledge.