Transforming Support Operations with an AI-Powered Ticketing Solution at a Multi-Brand Franchise Network
Company Overview
The client is a large, multi-brand franchise network operating across multiple regions with hundreds of franchise locations. The organization manages a high volume of operational, service, and customer-related requests every day, spanning infrastructure issues, partner support, compliance queries, and customer escalations. With rapid expansion and increasing service expectations, the leadership team prioritized building a centralized, intelligent support framework that could ensure consistent service quality, faster response times, and standardized execution across all franchise units. To support scalable growth, the client sought an AI-powered ticketing solution capable of delivering real-time visibility, automated prioritization, and network-wide service governance.
Challenges
Before implementing an AI-driven platform, the franchise network experienced limitations common to traditional ticketing environments:
Limited Visibility
Support tickets across brands and locations were fragmented and difficult to track centrally
Manual Escalations
SLA breaches were identified after delays occurred, requiring human intervention
Inconsistent Resolution
Similar issues were handled differently across franchise units
High Operational Overhead
Service teams relied heavily on follow-ups, emails, and spreadsheets
FramaSaaS AI-Powered Ticketing Solution
Unified Ticketing Platform
All service requests across brands and locations were consolidated into a single system
Leadership Dashboards
Real-time tracking of stock levels, orders, and deliveries.
AI-Driven Prioritization
AI-Driven Prioritization
Tickets were automatically categorized and prioritized based on urgency, impact, and historical patterns
Performance Analytics Dashboard
AI-Driven Prioritization
The system identified early warning signals and escalated issues before SLA breaches occurred
Achievement In Numbers
45%
Increase in Sales Visibility
Achieved faster ticket closure, improving response time and customer satisfaction.
40%
Increase in Sales Visibility
Realized a drop in manual escalations through smarter workflow automation.
35%
Lower Service Coordination Overhead
Enabled lower service coordination overhead, streamlining cross-team collaboration.
30%
Increase in Sales Visibility
Delivered a improvement in SLA compliance, ensuring consistent service performance.
Conclusion
By implementing an AI-powered ticketing solution, the client transformed support operations from a reactive cost center into a controlled, intelligent service engine