Arcos Dorados Holdings, the largest McDonald’s franchisee in the world, operates in 19 countries across Latin America and the Caribbean. With over 100,000 employees and 2,255 restaurants, managing IT and service desks across such a vast organization presented unique challenges.By 2015, the company relied on five separate help desk providers, each using its own management tool. This setup created silos, restricted information sharing, and made the organization heavily dependent on vendors for changes and updates. Arcos Dorados needed a unified Service Management platform to centralize operations, streamline workflows, and improve efficiency.
After evaluating several ITSM solutions, the company selected InvGate Service Management for its cost-effectiveness, ease of implementation, and self-service capabilities. InvGate Assets was also adopted to improve IT Asset Management.
Keep reading to discover how Arcos Dorados transformed its IT operations with InvGate.
Read the full success story
Learn how Arcos Dorados improved efficiency and consolidated its help desks with InvGate.
Read the full success story
 |
About Arcos Dorados
Arcos Dorados Holdings Inc. is the world’s largest McDonald’s franchisee, operating in 19 countries throughout Latin America and the Caribbean. With over 2,255 restaurants and 100,000 employees, it serves millions of customers annually, delivering world-class service and dining experiences.
Unifying service desks to improve efficiency
Challenges before InvGate
Arcos Dorados faced several issues with its previous service desk setup:
- Five help desk providers used separate tools, leading to fragmented information and workflows.
- The organization did not own its data, relying entirely on vendors for changes, updates, and reports.
- Delays in resolving requests, as vendors controlled processes and required additional time for any modifications.
- A lack of automation, creating inefficiencies in request handling.
How InvGate helped
To address these challenges, Arcos Dorados implemented InvGate Service Management as its unified service desk platform and adopted InvGate Assets for IT Asset Management. Key improvements included:
- Centralizing operations: Consolidating five help desks into a single platform.
- Streamlining processes: Automating routine tasks and integrating systems to reduce manual intervention.
- Self-service capabilities: Empowering users to resolve common issues independently, reducing the burden on support teams.
- Data ownership: Gaining full control over knowledge and information, allowing faster changes and updates without vendor dependency.
Key results of InvGate implementation
By adopting InvGate, Arcos Dorados achieved:
- 20% reduction in requests: Automating processes and encouraging self-service led to fewer tickets handled by the help desk.
- Improved efficiency: Faster request resolution through automated workflows and system integrations.
- Enhanced user satisfaction: A user-friendly interface and self-service portal increased engagement and reduced delays.
- Full data control: Ownership of information allowed quicker updates and improved decision-making.
- Streamlined operations: Consolidated service desks under one platform for better collaboration and standardization.
Improving day-to-day operations
Arcos Dorados’ implementation of InvGate Service Management significantly impacted daily operations:
- Integrated systems: By connecting InvGate with identity management tools, the company automated processes that previously required manual intervention.
- Self-service adoption: End users embraced the self-service portal, reducing reliance on help desk agents.
- Optimized resource allocation: With fewer requests to manage, support teams could focus on more complex issues.
Nancy highlighted the simplicity of the transition:
Next steps
Arcos Dorados plans to expand its use of InvGate solutions by:
- Replacing its current change management tool with InvGate Service Management for a fully integrated system.
- Extending the implementation of InvGate Assets from offices to restaurant locations, enhancing asset tracking and management.
- Continuing to automate workflows and develop customized processes to further streamline operations.
Request a free trial today
Discover how InvGate Service Management can help your organization centralize operations and achieve measurable improvements. Request a 30-day free trial to explore the platform’s full potential.
