TECHNOLOGY
Edwards AS / 400 . He decided the best course of action was to stick to the expertise of Oracle and keep the JD Edwards product suite , bringing in Redfaire to implement the upgrade . Numerous benefits have been reaped from the move .
“ We upgraded to JD Edwards EnterpriseOne release 9.1 , taking the opportunity to adopt a SaaS approach , using Redfaire to host the application in its Cloud 9 private cloud infrastructure ,” Frimley explains . “ This has given us a far more robust service level agreement and disaster recovery . The user interface is now a web-based setup , which is far more user friendly for our teams and more intuitive .”
Pizza Hut Restaurants ’ underlying server and network infrastructure , including that which runs their main website and key business intelligence systems has been successfully supported , monitored and maintained as part of a Managed Service Contract held with CSI for the past eight years , while Retail Assist provides crucial support to keep the business online when problems arise .
“ One of the challenges we faced was the quality of support and service to our restaurants ,” Frimley says . “ I had no awareness of the call volumes being made , key issues , let alone the information needed for my team to identify trends and root causes . For me it was very important to implement a one-stop-shop for our restaurants to report and resolve any IT issues , to have a single point of contact where all calls can be logged .”
After three months , having transferred the knowledge of how a Pizza Hut restaurant works , Frimley saw a step up in service . The number of incidents gradually reduced and the Helpdesk is now delivering an impressive first time fix rate of 90 percent . Retail Assist , awarded Best Managed Service Desk by the Service Desk Institute , also provides early morning global checks and validation of systems , meaning IT has been thoroughly checked before staff arrive for work .
All suppliers and partners are encouraged by Pizza Hut Restaurants to visit the sites and grasp a feel of the
www . pizzahut . co . uk / restaurants 71