Case Study: SSP Group boosts global service collaboration with 4me

SSP Group - Customer Case Study

SSP Group, a global operator of food and beverage concessions in travel hubs, needed to move beyond a traditional service management setup that was limited to UK operations and lacked a connected, multi-tenant approach for managing internal and external suppliers. The company wanted a global platform that could support SIAM, improve collaboration, strengthen knowledge sharing, and provide transparent reporting on service performance. 4me was selected as the enterprise service management platform to address these needs.

4me implemented a cloud-based service management solution that integrated SSP Group’s suppliers, connected trust accounts, and enabled tickets and requests to flow between providers without compromising SLAs. It also improved self-service through knowledge management and machine learning, while giving SSP Group real-time reporting on supplier performance, request trends, and satisfaction. The results were strong: the first rollout of 50 users went live in just 20 days, self-service adoption reached 40% in the UK and was even higher in some regions, and by 2019 4me was supporting nearly 200 specialists and more than 5,000 users across SSP Group’s operations.

SSP Group

Nick Earp

Head of Global IT Operations