Transforming Restaurant Technology Operations with Atlassian Cloud

Case Study-Transforming Restaurant Technology Operations with Atlassian Cloud_updated 1127.pdf

Togetha Solves Scale & Legacy Challenges: Transforming a Major Australian QSR’s Service Management with Atlassian Cloud

About the Organisation

The client is the Australian subsidiary of a major North American quick-service restaurant (QSR) chain. With over 800 restaurants across Australia, serving millions of customers weekly, the business generates more than $2 billion in annual revenue.

As a large multisite retail operation, they rely heavily on stable restaurant technology to maintain service continuity, including:

• POS systems

• Digital signage

• Routers and networking equipment

• Kitchen devices

• Other in-restaurant technology assets

The Challenge

The client was using a legacy Cherwell-based solution to manage technology incidents and service requests across its national restaurant network. Over time, the system became:

• Expensive to maintain

• Difficult to integrate with the organisation’s product management tools (Jira, Confluence)

• Not mobile-friendly, creating inefficiencies for both head office and restaurant staff

• Disconnected from external supplier systems, requiring manual routing and follow-up

Supporting technology for more than 800 locations also required a platform that could:

• Dynamically update which restaurant staff members were authorised to raise and view tickets

• Connect seamlessly to HR, supplier, and asset systems

• Scale efficiently as the organisation continued to expand

After evaluating several products and service providers, the client selected Togetha’s Atlassian Cloud solution for its flexibility, scalability, and seamless integration with existing systems.

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Why Togetha Was Selected

The client chose Togetha due to our:

• Deep expertise in IT Service Management on Atlassian

• Strong focus on automation and configuration efficiency

• Compliance-aligned approach to design and delivery

• Co-delivery model, embedding best practices and client capability

This collaborative delivery approach ensured that both business and IT teams gained confidence and capability throughout the engagement.

The Solution

Togetha delivered an integrated, cloud-based service management solution designed to streamline restaurant technology operations and reduce downtime.

Key Capabilities Implemented

1. Efficient Incident Capture & Routing

The system:

• Captures essential details for each incident

• Automatically routes requests to the appropriate internal teams or local service providers

This reduced manual triage effort and accelerated resolution times.

2. Extensive External System Integrations

To address operational complexity at scale, the solution integrated with multiple external systems, including:

• Supplier management systems (e.g., Salesforce, email-based suppliers)

• HR systems to dynamically manage restaurant staff access and permissions

• Asset repositories that identify device types, locations, and installed equipment

These integrations enabled faster, more accurate routing and reduced administrative work for restaurant managers.

3. Collaborative Delivery & Iterative Improvements

Togetha and the client formed a joint delivery team consisting of:

• Business representatives

• IT team members

• Service desk staff

Work was delivered using sprint-based iterations. Complex configurations were:

• Designed and implemented by Togetha

• Fully documented

• Shared with the client’s team to allow reuse of components for future enhancements

4. Change Management & User Adoption

Rolling out a new platform to hundreds of restaurants required careful user engagement. Togetha facilitated:

• Feedback sessions with restaurant, business, and IT representatives

• Iterative adjustments based on real-world usage

• A controlled rollout starting with a handful of locations, scaling up to 50 restaurants per week

This structured approach increased user adoption and reduced resistance to change.

The Results

The success of the solution led to further enhancements, including:

• Quoting workflows for pre-approved restaurant technology equipment

• Integration with Qualtrics to automatically route customer complaints to restaurant managers, including:

  • Refund processing

  • Coupon handling via payment gateway integration

• Additional HR integrations to streamline onboarding of restaurant staff

• Operational efficiencies that reduced downtime and management effort across the national network

The client continues to engage Togetha for ongoing improvements, recognising the value delivered and the strength of the long-term partnership approach.

Working With Togetha

Togetha was named the client's 2024–2025 IT Supplier of the Year for our significant impact on their operations and digital transformation.