Case Study

Enhancing operational efficiency and employee engagement with ServiceNow Service Catalog

Streamlined employee recognition and internal request handling through automated workflows and centralized reporting.

Enhancing operational efficiency and employee engagement with ServiceNow Service Catalog

A famous American restaurant chain leverages ServiceNow to build a streamlined solution to manage internal request workflows and recognition programs across multiple locations. 

Download PDF

Industry & Region: Food and Beverages, USA

Technology Stack:  
UX/UI: ServiceNow Service Catalog  
Integration: External Vendor Portal (for Employee Recognition);  
Analytics: ServiceNow Reporting & Dashboards;  
Platform: ServiceNow

Client Overview

Our client is a well-known American restaurant chain. With hundreds of outlets across the USA, they manage a large, diverse, and distributed workforce. To maintain their culture of excellence, they prioritize operational efficiency, recognition programs, and seamless internal workflows.  

Business Challenge

Our client was using manual processes to track and fulfill internal requests across multiple locations that posed several challenges: 

  • Slow, inefficient manual tracking of uniform and award fulfilment requests 
  • Lack of centralized reporting on employee recognition programs  
  • No structured workflows for controlled approvals  
  • Limited visibility into quarterly and yearly trends.  

They required a streamlined solution to promptly act on the requests and gain visibility into workflow trends. 

Solution Offered

KANINI delivered a focused ServiceNow solution to streamline internal request handling and reporting. We tailored the ServiceNow Service Catalog for the facilities team, with an emphasis on automation, recognition, and visibility. Here are the key highlights of our solution: 

Service Catalog Summary
  1. Service Catalog Forms
    • Designed and implemented Custom Catalog Forms for merchandise orders and nomination submissions
  2. Approval Workflows
    • Built end-to-end approval processes based on business rules and access levels
    • Ensured auditability and tracking of approval history
  3. Recognition & Fulfillment Reporting
    • Created a centralized platform for form submissions, approvals, and reporting
    • Developed dashboards to observe trends in order fulfillment status
    • Devised quarterly and annual tracking mechanisms for submissions
    • Enabled measurement of employee engagement in the recognition program
    • Integrated external vendor portal for reward redemption
  4. Testing & Go-Live Activities
    • Performed complete unit testing and User Acceptance Testing (UAT) with stakeholders
    • Promoted the solution to production post approval from the client’s Change Advisory Board
Value Delivered
  • Simplified recognition and request processes through digitized forms and automation 
  • Enhanced transparency and accountability with centralized dashboards. 
  • Strengthened employee engagement with easy access to recognition and rewards.  
  • Enhanced compliance with structured change control governance via a structured release process. 
  • Reduced manual effort and improved operational efficiency across the distributed workforce. 

Enhance employee engagement and streamline internal workflows: Discover what ServiceNow custom solutions can do for your enterprise today.

Talk to us

© 2026 KANINI Software Solutions | All Rights Reserved | Privacy Policy

Discover the analysis results and our recommendations that helped the healthcare organization maximize its ServiceNow ROI.

[hubspot type="form" portal="20070269" id="70ccc467-b69c-450c-9e77-a70626986f6c"]

Discover the analysis results and our recommendations that helped the healthcare organization maximize its ServiceNow ROI.

[hubspot type="form" portal="20070269" id="70ccc467-b69c-450c-9e77-a70626986f6c"]