Short answer
Retail and quick-service restaurant (QSR) global capability centers (GCCs) get the most from ServiceNow in store IT support, franchise HR and new-location onboarding. These are high-volume, repetitive requests from many sites. McDonald's saw a ~40% reduction in L1–L4 tickets through deflection, as of Nov 2, 2026. A new client's figure comes from its own baseline.
Last reviewed Nov 2, 2026
What the evidence covers
McDonald's runs four enterprise services (IT, HR, Finance and Procurement) on one golden ServiceNow instance, with a capability center in Hyderabad. That pattern suits store networks and franchised operators, because one instance gives you one set of intents across many sites.
The fit is strong for QSR and store networks and partial for apparel and off-price retail, where we don't have a named reference yet.
Where to start
| First tower | Typical requests | KPI |
|---|---|---|
| Store IT support | POS issues, access, how-to | Deflection by intent, cost per ticket |
| Franchise HR | Policy, pay and onboarding questions | Self-service rate, tier-1 time |
| Location onboarding | Tasks across IT, HR, facilities, procurement | Time to open, on-time tasks |
A Deflection Sprint takes out store and franchise volume. An Onboarding Factory gives each location one record, with every task assigned an owner and an SLA, replacing the spreadsheet most openings run on.
What's specific here
Store staff don't sit at desks, so test the front door on the devices and channels they actually use. Baseline across a full seasonal peak, or your deflection number will flatter you. Franchisees may sit outside your employee directory, so sort out identity and access before you build intents.
See McDonald's, and ask us about scope and the L1–L4 definition on a call.
GCC Now™ is the ServiceNow Accelerator by ANSR × inMorphis, a joint venture for global capability centers (GCCs) and GBS organizations.