Papa Johns Reduce Downtime and Deliver Smarter Service Nationwide

Papa Johns has been working closely with Retail Assist and Barron McCann to transform its IT support across more than 400 stores nationwide. The strategic upgrade aims to boost system reliability, reduce operational disruptions and ensure customers receive hotter, fresher pizzas wherever they are in the country.

The technology overhaul was prompted by feedback from franchisees concerned about system reliability and the operational disruption caused by technical failures.

Retail Assist provides the helpdesk, operating seven days a week from 9am to midnight, while Barron McCann ensures on-the-ground support with a rapid four-hour turnaround for critical incidents to keep systems running and tills ticking.

The proactive support model has significantly reduced downtime, earning praise from both Papa Johns’ leadership and franchisees.

Rob Beattie, Vice President of International Technology and Digital at Papa Johns, said: “Bringing Retail Assist and Barron McCann on board has completely revolutionised the way we support our restaurants and our franchisees.

“If our restaurants aren’t trading, nothing else matters.  We’re trying to grow loyalty at Papa Johns and we know that we’re going to do that by having great pizzas delivered on time and delivered hot and in the background making sure that our tech is innovative and reliable. I don’t think you can have one without the other.”

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“Having Retail Assist and Barron McCann as part of our team, means that I’ve got confidence in scale that goes beyond just the team I’ve got in-house.”

The partnership has also unlocked new insights through data, giving Papa Johns a clearer view of how its stores consume support and where improvements can be made.

This newfound visibility is enabling Papa Johns to be more strategic in its operations, targeting investments where they’re most needed and identifying patterns that may indicate emerging issues before they escalate.

By tracking trends in store performance and support calls, the company can better allocate resources, streamline maintenance schedules and enhance overall efficiency.

Scott Watson, Managing Director of Barron McCann, said: “Our engineers understand the importance of minimising disruption for high-pressure retail and hospitality environments. With Papa Johns, we’ve focused on delivering smart, scalable support that keeps stores running smoothly and customers happy.”

Meanwhile, Kieran Bowden, Chief Commercial Officer of Retail Assist, added: “This has been about more than just fixing problems, it’s been about working hand-in-hand with Papa Johns to anticipate needs and proactively improve the support model. That’s how we’re delivering real value.”

With a more resilient tech foundation in place, Papa Johns is aiming to continue its growth in the UK market and deliver on its promise of quality, convenience, and consistency – one slice at a time.

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