Papa Johns reduces downtime and delivers smarter service nationwide with Barron McCann and Retail Assist

With more than 400 UK stores, Papa Johns relies on dependable technology to keep operations running smoothly and ensure customers receive their orders quickly and reliably. Supporting such a large, distributed store network requires consistent IT performance, responsive support, and clear visibility across locations. To support store operations and franchisee success, Papa Johns needed a technology support model capable of maintaining reliability at scale while helping stores stay focused on delivering great customer experiences.

Following a comprehensive RFP process, Papa Johns selected Barron McCann and Retail Assist as their technology partners to transform their IT support model. Retail Assist provides a proactive helpdesk service with first and second-line support from 09:00 to 00:00, seven days a week, including monitoring, rapid issue resolution, and a transparent customer portal.

Barron McCann complements this with responsive nationwide field maintenance, delivering a 4-hour SLA for critical issues to ensure stores remain operational and disruption is minimised. Together, the partnership provides a more proactive, data-driven approach to supporting Papa Johns’ nationwide store network.

The new support model has significantly improved technology reliability across Papa Johns’ UK store network. In the first year of service, Retail Assist achieved an average call response time of just 20 seconds across more than 14,000 contacts, while Barron McCann maintained a 92% SLA for critical support.

With proactive monitoring, faster issue resolution, and responsive on-site support, stores experience fewer disruptions and reduced escalations. This improved reliability allows Papa Johns teams and franchisees to focus on delivering great customer experiences and driving customer loyalty.