Case Study: Jenny Craig achieves 96% customer satisfaction and 48% faster ticket resolution with Cherwell Software

Two organizations merge and whip their IT support and customer service into shape

Curves and Jenny Craig—together operating 7,000 Curves clubs and 400 Jenny Craig locations with IT desks in California, Texas, and Australia—struggled with legacy systems and fragmented processes. Jenny Craig couldn’t categorize, prioritize, or track tickets reliably, and Curves managed requests in spreadsheets, creating poor visibility, no accountability, and difficulty quantifying service effectiveness across roughly 6,000 IT tickets per month.

They implemented Cherwell Service Management across IT and customer care in just two months, using automated workflows to notify customers, associate related incidents, and provide real-time ticket visibility to everyone from agents to the CEO. The change drove customer satisfaction from 62% to 96%, cut mean time to close from 57 to 30 hours (48% reduction), reduced time to resolve priority three issues from 70 to 15 hours (79% reduction), and expanded use of the platform beyond IT.

Jenny Craig

Jamie Houlihan

Director of IT and Customer Care