Case Study: Arcos Dorados achieves centralized help-desk management and 20% fewer requests with InvGate

How McDonald's Consolidated All its Service Desks on a Single Platform

Arcos Dorados, the operator of McDonald’s in 19 countries with over 100,000 employees and 2,255 restaurants, faced fragmented support: five different help-desk providers each using their own tools, no centralized knowledge ownership, and heavy dependence on vendors for changes. To address this, Arcos Dorados selected InvGate, implementing InvGate Service Desk (SaaS) and InvGate Assets (on‑premise) to centralize help desks, unify the service catalog, and provide a user-friendly self-service portal and knowledge base.

InvGate deployed a consolidated platform and integrations (e.g., with identity management) that automated many requests and eliminated unnecessary help-desk involvement, giving Arcos Dorados control of its information. As a result, InvGate helped reduce the number of requests by about 20%, cut fulfillment times, increased support-team satisfaction, and enabled faster, in‑house administration of reports and workflows.

Arcos Dorados

Nancy Esersky

Manager of End-User Services