Support for overnight software deployment and onsite installation teams for QSR chain

Our Solution

As an ongoing partner with the QSR, Solugenix has deep knowledge of the QSR’s operational blueprint, with a history of providing ongoing support for point of sale (POS), drive-thru technology, store network, intranet and back-office technology support. The QSR’s team felt this made Solugenix a preferred choice to take over the overnight install and update process.

Solugenix agreed to hire all Install Team individuals so that they can be managed together, freeing up the QSR team manager for priority projects, as well as reduce the hours they were working. Part of this process included the assignment of a new team manager to be a point of contact for the QSR and to manage the team tasks and productivity.

In terms of how the team operates, here's what it looks like in practice: 

• Each night, this team utilizes a central conference bridge, to check in and out, as well as report any issues
• All tech activity is fed into a custom case management system
• Centralized data and reporting allows any issues to be addressed and mitigated before stores open in the morning

In addition, the QSR saw an opportunity to cross utilize some members of both Deployment and Install during the peaks and valleys; reducing overall headcount and increasing efficiency on both teams.

The biggest impact came from a reporting standpoint. Instead of populating spreadsheets, the install team is now able to create case pipes to capture all applicable information for each store install.

The new approach uses artificial intelligence and machine learning to create a dashboard where the QSR can see on a given day which installs occurred, by which team and which techs were on-time, or late. All of these metrics, which previously would've required to be parsed from a spreadsheet, are now available in dashboard format.