Industry :

Food and Beverages

Location :


Favourite Features:
  • Knowledge Base 
  • Service catalogue
  • Ticketing system
  • Smart automator
  • In-house legacy system

  • Recurring Issues

  • Excessive workload 

  • Lack of structure

  • Lack of automation

About L'Osteria

L’Osteria is a restaurant chain, famous for their huge pizzas and fresh pasta. L’Osteria is known for authentic Italian cuisine, a unique atmosphere and top-notch hospitality. They have more than 120 restaurants across 8 European countries. Their achievements include winning the HR Excellence Award 2014, Bayerns Best 50, Best restaurant franchise 2014, and Foodservice award 2012.


Problem statement

L’Osteria was using an outdated legacy system to manage its IT service delivery. With more than 124 restaurants across 8 European countries, L’Osteria was operating at a grand scale and speed that its legacy IT service desk could not support. Limited capabilities, tedious ongoing maintenance and support, and poor user experience were holding back L’Osteria’s growth. The central IT department catered to all the restaurants of L’Osteria and their typical requests include problems related to WIFI, machinery breakage etc. Manfred, IT manager at L’Osteria, Austria mentioned: “The IT team was receiving repetitive requests on recurring issues and our agents were spending too much time answering them. This was a major source of inefficiency for L’Osteria.”


How Freshservice supports L’Osteria

L’Osteria was quick to realise that to stay competitive in the restaurant business, they needed to modernise their IT service desk. Manfred and team were on the lookout for a cloud system that was built for scale, flexible and easy to implement and use. After careful evaluation of the market, Manfred & team partnered with Freshservice to modernise and scale L’Osteria’s IT operations. Manfred said: “Freshservice was easy to set up, train and get started with. It offered robust capabilities with a modern intuitive experience.” 


Powerful impact of on customer satisfaction

After implementation, Freshservice was quick to start delivering value to L’Osteria. Freshservice helped the IT team at L’Osteria, achieve a 100% CSAT score and provide best-in-class IT service to their users.

  • The self-service portal reduced the number of incoming tickets while empowering users to request services, find information, and register and resolve issues. 
  • The robust knowledge base helped deliver consistent service delivery and improved ticket resolution time. 
  • The service catalogue worked as a one-stop solution where they can search for solution articles and request for any kind of IT services. 
  • The graphical workflow editor helped L’Osteria automate approvals and workflows, making the process intuitive for both the requester and the IT team. 

L’Osteria could meet their vision of world-class service, which was made possible by Freshservice’s powerful ticketing system and fast-track solution articles.

“Before Freshservice, we were not able to track and respond to all the queries in a timely manner. With Freshservice, nothing falls through the cracks. We are now scaling Freshservice to the IT teams across the other locations and also within other departments at L’Osteria.”

Manfred Schneider

IT Manager