Case Study: Yum

Client Profile: Yum Brands, a global leader in the fast-food industry, operates several well-known chains including Taco Bell, KFC, Pizza Hut, and Habit Burger. While they have been a long-time Cisco customer, their hardware and services were outdated and in need of an upgrade.

Challenge: The primary challenge for Yum Brands was the necessity to upgrade their aging telecommunications infrastructure. Initially equipped with an on-premise PBX system, they faced significant costs to update their existing setup. Recognizing the need for a more modern and scalable solution, they explored alternatives to traditional on-premise systems.

Solution: Yum Brands turned to CX Advanced Solutions (CXAS) for their expertise in Cisco cloud solutions. CXAS proposed a shift from an on-premise PBX to a cloud-based environment, utilizing Webex Calling, Contact Center (CC), and Workforce Optimization (WFO) solutions. Prior to this, Yum Brands had utilized Quality Management (QM) for their on-premise needs.

Implementation: To ensure a smooth transition, CXAS developed a hybrid environment over an eight-month period. This gradual approach allowed Yum Brands to adapt to the new system without disrupting their day-to-day operations. The customized solution provided a seamless integration of cloud capabilities across all Yum Brands’ entities, including Taco Bell, KFC, Pizza Hut, and Habit Burger.

Results:

• Seamless Transition: The hybrid model facilitated a smooth migration to the cloud, minimizing operational disruptions.
• Enhanced Communication: Webex Calling and CC solutions streamlined internal and external communications, improving efficiency and customer service.
• Improved Workforce Management: The introduction of WFO tools enabled better workforce planning and management, leading to increased productivity.
• Cost Savings: Moving to the cloud eliminated the need for costly hardware upgrades and reduced overall maintenance expenses.

Conclusion: Yum Brands’ transition to a cloud-based telecommunications system, facilitated by CX Advanced Solutions and Cisco, marked a significant step forward in their digital transformation journey. This case study demonstrates CXAS’ ability to provide flexible, efficient, and cost-effective cloud solutions tailored to the unique needs of their clients. The successful migration not only modernized Yum Brands’ communications infrastructure but also positioned them for future growth and innovation in the fast-paced fast-food industry.