Case Study: P.F. Chang’s achieves 67% reduction in resolution time with Cherwell Software

Global restaurant chain shifts from email-based support to ITIL-based service management—in just four weeks

P.F. Chang’s, a global restaurant chain with more than 200 locations, faced slow, fragmented IT support: first-level help desk was outsourced, higher-level support was handled internally, and teams relied on email and an incomplete CRM portal that led to lost requests and inconsistent processes. The company needed a fit-for-purpose ITSM solution that supported ITIL best practices and simple workflow automation.

P.F. Chang’s selected Cherwell for its ease of administration and used the Cherwell GO professional services package to implement the platform in four weeks and launch a self-service portal the following month. Integrated with their NetSuite ticketing system, the new solution creates tickets in three clicks, eliminated email-based requests, put restaurants directly on the portal, and cut resolution time by 67%, boosting responsiveness and team efficiency.

P.F. Chang’s

Rhonda Brande

Senior Manager IT Service