Case Study: Papa Murphy’s/MTY Food Group improves customer experience and service efficiency with SAP

How Papa Murphy’s/MTY Food Group transformed Customer Experience with SAP CX & ASAR SNJYA Solution

Papa Murphy’s, part of MTY Food Group, was dealing with disconnected CRM and self-service systems inherited from mergers, including Salesforce, Microsoft, and homegrown tools. These silos created fragmented customer data, slow service responses, and an inconsistent experience for customers and franchisees, making it hard to scale efficiently.

SAP helped Papa Murphy’s unify customer operations with SAP Sales and Service Cloud, SAP BTP, and the ASAR SNJYA Self-Service Portal. The new platform delivered a 360-degree customer view and automated workflows, cutting average handle time by 42%, improving first-call resolution by 34%, boosting CSAT by 24%, and making franchise onboarding 40% faster.

Papa Murphy’s