HP Empowers Yum! Brands Inc. to Transform Service Quality in China

SINGAPORE, April 14, 2015 — HP Enterprise Services China announced today that Yum! Brands Inc. has selected HP end-to-end IT outsourcing services for more than 3,200 KFC and Pizza Hut restaurants across China, supporting market growth and the fast on-boarding of new outlets.

Speed to market and maintaining exemplary levels of customer satisfaction are key to the company’s growth in the highly competitive market. In outsourcing its IT support services to HP, Yum! Brands Inc. is able to reduce IT costs and focus on strategic IT planning and core system operations.

“Transferring the burden of IT service support to HP means that YUM! Brands can now focus our efforts on helping our stores to grow their business, increase profitability and maintain customer satisfaction,” said CIO, Yum! Brands. “We needed a provider with a deep understanding of our business and operational challenges so we selected HP based on its collaborative approach and comprehensive knowledge of Yum! Brands Inc.’s environment.”

Under the new contract, HP will manage Yum! Brands Inc.’s end-to-end store IT outsourcing services for the next five years, following a successful ten-year relationship. HP will continue to work with Yum! Brands Inc. on:

  • Store -Infrastructure support services, including all hardware (PCs, point-of-sale (POS) machines, printers, POS printers, time clocks and thin clients), network etc.
  • New store opening services, including hardware installation, software and application installation and functional testing
  • Ad-hoc store support and ongoing service management

In addition to the new support contract, the HP applications services team was integral to the development of Yum! Brands Inc.’s mobile ordering system, mobile website, brand application and application management services. The full eCommerce solution was deployed to support marketing efforts, improve service and grow revenue across the company’s KFC and Pizza Hut brands.

Launched in July 2013, the mobile ordering application system has been downloaded to over three million devices and is scalable to ten million users. It processes over 200,000 orders per day and is fully integrated with Yum! Brands Inc.’s online and call centre ordering systems.

With customer experience and service as key focus areas, the application responded to Yum! Brands Inc.’s need to improve location-based customer engagement and drive greater efficiency in customer operations. The application reduces in-store queuing time, generates multi-channel revenue through the addition of application-driven ordering and improves customer relationship management. The application doubles as a content management system and social networking platform, allowing Yum! Brands Inc. to track customer trends and swiftly refine its promotion strategies.

“It is a privilege for HP to play a key role in driving Yum! Brands Inc.’s ambition to deliver a truly customer centric and mobile eCommerce solution, backed by strong IT support services,” said Brian Tse, vice president, Enterprise Services, HP China. “Building on our strong foundation, HP will continue to innovate and collaborate to support Yum! Brands Inc.’s rapid expansion in China.”

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