Service Management World

Session 205: Getting It Done Right: Solving Common Problems and Achieving Greater Efficiency

Wednesday, November 18 at 11:30 AM

Many support centers find themselves sending agents on a scavenger hunt to get the information they need to resolve customer incidents. Although a variety of documents, websites, and tools technically get the job done, there's a better option for getting necessary information into employees' hands. Come learn how leveraging a one-app solution can save time and improve efficiencies across your company.

Jayne Gerlach

Group Manager Restaurant Technology Support

The Wendys Company

An accomplished manager and leader with equal passions for customer delight, employee satisfaction and process efficiencies, I've worked in the support industry at multiple software and quick-service restaurant companies and have a combined 25 years of experience in support centers. On the process efficiencies side, I have been instrumental in implementing ITSM tools at multiple companies, most recently Cherwell at Wendy's. I was the Group Manager, Restaurant Technology Support at Wendy's and responsible for developing processes, tools, relationships and teams to provide 7x24 world-class technical support. I've led the team's growth from 17 to 135 people supporting 3032 corporate and franchise restaurants. Before joining Wendy's, I worked at GXS (now OpenText) managing the support team (54 employees) delivering support to our global customers and Sterling Commerce (now IBM) leading a variety of global teams supporting 15,000 individuals and businesses.