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Papa Murphy’s Int’l Retail/CPG | NA SAP Sales Cloud | SAP Service Cloud SAP S/4HANA, private cloud SAP Integration Suite
Retail
MTY Food Group, founded in 1979, is a leading franchisor and operator of over 90 quick-service and casual dining brands across the Americas, serving millions of customers through its extensive franchise network.
- 42% Average Handle Time For customer inquiries + 34% Increase Resolution Rate Through centralized case management in SAP Sales & Service Cloud
Headquarters Canada
Products Restaurant franchisor
Web Site
mtygroup.com
Business Challenges • The company struggled with disconnected CRM systems inherited through acquisitions, leading to fragmented customer experiences and slow service response times. • Employees had to navigate multiple systems, increasing workload, reducing productivity, and frustrating both staff and customers. • Delays in service resolution impacted customer satisfaction, leading to lost business opportunities. The company needed a unified platform to streamline processes, boost employee efficiency, and deliver a seamless, fast, and modern customer experience to stay competitive in the fast-paced food service industry. Customer Benefits • Since implementing SAP Sales and Service Cloud and ASAR SNJYA Self-Service Portal, MTY Food Group has significantly improved operational efficiency and customer experience. • Franchise onboarding is now 40% faster, reducing approval and setup time, while customer service response times have decreased by 25% through automation and self-service. “Implementing SAP Sales and Service Cloud has transformed how we manage our franchise network and customer interactions. This innovative solution unified our systems, automated key processes, and provided real-time visibility, enabling us to deliver seamless experiences and scale our business efficiently.”
Papa Murphy’s International
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