Case Study: Spirit Pub Company achieves improved Enterprise Service Management and superior customer service with ServiceNow

Spirit Group extends ServiceNow with Custom Apps from TeamUltra and achieves improved Enterprise Service Management

Spirit Pub Company, a leading UK hospitality operator with brands like Chef & Brewer and Flaming Grill, had deployed ServiceNow but was only using it for basic incident logging. Manual guest-complaint and pub-query processes, poor reporting and limited SLA/OLA control prevented the platform from fully supporting business operations and Spirit’s strategic goals.

TeamUltra built ServiceNow Custom Apps for Guest Complaints, the Pub Query System and Employee Relations, adding automated workflows, escalations, self-service and MI/reporting. The apps standardized communications, sped up resolution, increased pub engagement, reduced complaints and delivered richer operational insight — improving Enterprise Service Management and the business value Spirit gets from ServiceNow, with ongoing support via TeamAssist.

Spirit Pub Company

Son Clarke

Service Deliry Maner for IT