Fragmented support systems
ServiceNow, Spiceworks, SolarWinds Helpdesk, and Freshservice made it difficult to consolidate IT support into one dependable operating model.
About
Founded in 1968: Sonny's BBQ began as a local Gainesville, Florida restaurant. 100+ restaurants: The brand has grown while preserving the feel of a local BBQ joint. Hospitality operations: Restaurant, IT, and business intelligence data inform day-to-day decisions.
The challenge
Complex data requirements
The team needed database structuring, customization, API integration, app integrations, and automation to support business intelligence.
Connected work
Support workflows needed to work with the team’s existing collaboration and project-management tools.
Urgent modernization
A failing support setup created immediate pressure for a more automated and adaptable system.
The implementation
A criteria-led selection
The team evaluated ServiceNow, Spiceworks, SolarWinds and Freshservice against its future-state support requirements before choosing HappyFox.
A tailored data model
HappyFox was configured around the restaurant group’s support data and reporting needs.
Connected collaboration
Microsoft Teams and Asana became part of a more cohesive service workflow.
Automated daily work
Automation and a Kanban-style flow helped teams organize recurring service tasks.
Results and benefits.
Lower ticket volume
Automation and better operational insight helped reduce internal and brand-support tickets.
A broader operational view
Support and restaurant operations data could be reviewed together across projects and incidents.
Faster incident response
Knowledge sharing helped the team respond more quickly than with its previous support system.
Stronger business intelligence
Custom and standard support data contributed to clearer store-status reporting.
Customer quote
“HappyFox has not just been a tool; it's been a game-changer for Sonny's BBQ. The efficiency and clarity it brought to our IT support and business intelligence processes have allowed us to significantly reduce ticket volumes while improving our operational insights. This isn't just about solving IT issues; it's about elevating the entire brand's operational excellence.”
Why HappyFox
- Adaptability
- Customization
- Integrations
- Automations
- Superior Support
More customer stories
For us, HappyFox has helped move IT support from simply responding to problems toward managing support as a measurable organizational service.
HappyFox provides a modern, intuitive experience with well-integrated features, backed by excellent customer service.
HappyFox doesn’t try to be everything.