Papa Murphy's International, LLC - SAP Innovation Awards 2025
MTY Food Group overcame challenges from disconnected CRM systems by implementing SAP Sales and Service Cloud and the ASAR SNJYA Self-Service Portal. This integration unified customer data, streamlined workflows, improved response times, and enhanced service efficiency, resulting in better customer satisfaction, faster issue resolution, and greater scalability for growth. Entr #5228 Download the DocumentPUBLIC
Entry Pitch Deck
Papa Murphy’s/MTY Food Group
Erez Gordon/Jenny Moody
Retail/Restaurants
How Papa Murphy’s/MTY Food Group transformed Customer
Experience with SAP CX & ASAR SNJYA Solution
Entry Pitch Deck
Papa Murphy’s/MTY Food Group
Erez Gordon/Jenny Moody
Retail/Restaurants
How Papa Murphy’s/MTY Food Group transformed Customer
Experience with SAP CX & ASAR SNJYA Solution
COMPANY NAME:
HEADQUARTERS:
INDUSTRY:
WEBSITE:
NUMBER OF EMPLOYEES:
Company information
2
Papa Murphy’s/MTY Food Group
St.-Laurent, Montreal, Canada
Restaurant Franchisor
https://mtygroup.com/
1,200
MTY Food Group, founded in 1979, is a leading franchisor and operator of
over 90 quick-service and casual dining brands across North America.
Serving millions of customers through its extensive franchise network,
MTY leverages SAP S/4HANA Cloud and SAP CX solutions to enhance
operations and customer engagement as an intelligent enterprise. The
company prioritizes sustainability, measuring its carbon footprint,
implementing responsible sourcing, and engaging in socially responsible
initiatives to reduce environmental impact and support local communities.
PUBLIC
HEADQUARTERS:
INDUSTRY:
WEBSITE:
NUMBER OF EMPLOYEES:
Company information
2
Papa Murphy’s/MTY Food Group
St.-Laurent, Montreal, Canada
Restaurant Franchisor
https://mtygroup.com/
1,200
MTY Food Group, founded in 1979, is a leading franchisor and operator of
over 90 quick-service and casual dining brands across North America.
Serving millions of customers through its extensive franchise network,
MTY leverages SAP S/4HANA Cloud and SAP CX solutions to enhance
operations and customer engagement as an intelligent enterprise. The
company prioritizes sustainability, measuring its carbon footprint,
implementing responsible sourcing, and engaging in socially responsible
initiatives to reduce environmental impact and support local communities.
PUBLIC
CHALLENGE: SOLUTION: OUTCOME:
Papa Murphy’s/MTY Food Group
3
Decreased the average handle time
(AHT) for customer inquiries by 42% by
consolidating CRM systems and
implementing self-service portal.
Increased first-call resolution (FCR) rate
by 34% through centralized case
management in SAP Sales & Service
Cloud.
Boosted customer satisfaction (CSAT)
scores by 24% post-migration.
42% 34% 24%
MTY Food Group struggled with disconnected CRM
systems, including Microsoft, Salesforce, and
homegrown applications acquired through mergers.
These siloed platforms created inconsistent customer
experiences, delayed service responses, and
inefficiencies in managing interactions. Their Salesforce
portal for customer self-service lacked integration,
making it difficult to provide a seamless, unified
experience. The absence of a centralized system
resulted in longer resolution times, data fragmentation,
and limited visibility into customer needs. These
challenges hindered operational efficiency and made it
difficult to scale, forcing MTY to rethink its customer
engagement and service processes.
To overcome these challenges, MTY Food Group
implemented SAP Sales and Service Cloud,
consolidating all customer interactions into a single,
integrated platform. They also adopted ASAR SNJYA
Self-Service Portal, a SAP App Store solution built on
SAP BTP with standard integrations to SAP systems.
This streamlined customer engagement, automated
service workflows, and improved response times. By
replacing disconnected legacy systems, MTY gained a
unified 360-degree view of customers, enabling faster
issue resolution and a seamless self-service experience.
This transformation enhanced operational efficiency,
customer satisfaction, and scalability, positioning MTY
for long-term growth in a competitive market.
With SAP Sales and Service Cloud and ASAR SNJYA
Self-Service Portal, MTY Food Group significantly
improved customer service efficiency and response
times. Previously disconnected systems are now unified,
providing a seamless, 360-degree customer view.
Customers experience faster self-service resolutions,
while employees handle inquiries more efficiently with
automated workflows. Data is now centralized, enabling
better decision-making and operational scalability. The
streamlined processes have reduced service delays,
improved customer satisfaction, and increased
productivity. This transformation has positioned MTY for
sustainable growth, enhancing both customer experience
and business agility in a highly competitive market.
PUBLIC
Papa Murphy’s/MTY Food Group
3
Decreased the average handle time
(AHT) for customer inquiries by 42% by
consolidating CRM systems and
implementing self-service portal.
Increased first-call resolution (FCR) rate
by 34% through centralized case
management in SAP Sales & Service
Cloud.
Boosted customer satisfaction (CSAT)
scores by 24% post-migration.
42% 34% 24%
MTY Food Group struggled with disconnected CRM
systems, including Microsoft, Salesforce, and
homegrown applications acquired through mergers.
These siloed platforms created inconsistent customer
experiences, delayed service responses, and
inefficiencies in managing interactions. Their Salesforce
portal for customer self-service lacked integration,
making it difficult to provide a seamless, unified
experience. The absence of a centralized system
resulted in longer resolution times, data fragmentation,
and limited visibility into customer needs. These
challenges hindered operational efficiency and made it
difficult to scale, forcing MTY to rethink its customer
engagement and service processes.
To overcome these challenges, MTY Food Group
implemented SAP Sales and Service Cloud,
consolidating all customer interactions into a single,
integrated platform. They also adopted ASAR SNJYA
Self-Service Portal, a SAP App Store solution built on
SAP BTP with standard integrations to SAP systems.
This streamlined customer engagement, automated
service workflows, and improved response times. By
replacing disconnected legacy systems, MTY gained a
unified 360-degree view of customers, enabling faster
issue resolution and a seamless self-service experience.
This transformation enhanced operational efficiency,
customer satisfaction, and scalability, positioning MTY
for long-term growth in a competitive market.
With SAP Sales and Service Cloud and ASAR SNJYA
Self-Service Portal, MTY Food Group significantly
improved customer service efficiency and response
times. Previously disconnected systems are now unified,
providing a seamless, 360-degree customer view.
Customers experience faster self-service resolutions,
while employees handle inquiries more efficiently with
automated workflows. Data is now centralized, enabling
better decision-making and operational scalability. The
streamlined processes have reduced service delays,
improved customer satisfaction, and increased
productivity. This transformation has positioned MTY for
sustainable growth, enhancing both customer experience
and business agility in a highly competitive market.
PUBLIC
4
"Implementing SAP Sales and Service Cloud,
along with ASAR SNJYA Self-Service Portal,
has transformed how we manage our
franchise network and customer interactions.
This innovative solution unified our systems,
automated key processes, and provided real-
time visibility, enabling us to deliver seamless
experiences and scale our business
efficiently."
PUBLIC
"Implementing SAP Sales and Service Cloud,
along with ASAR SNJYA Self-Service Portal,
has transformed how we manage our
franchise network and customer interactions.
This innovative solution unified our systems,
automated key processes, and provided real-
time visibility, enabling us to deliver seamless
experiences and scale our business
efficiently."
PUBLIC
COMPANY NAME:
Participating partner information
"ASAR Digital played a crucial role in
transforming our customer and franchise
management processes. Their expertise in
SAP solutions helped us seamlessly
integrate and automate operations,
significantly improving efficiency and
customer satisfaction. With ASAR’s support,
we now have a scalable, future-ready
platform that drives our business forward.“
5
ASAR DIGITAL
ASAR Digital played a pivotal role in designing and implementing SAP Sales and Service
Cloud and ASAR SNJYA Self-Service Portal for MTY Food Group. ASAR led the solution
architecture, system integration, and data migration, ensuring a seamless transition from
legacy systems. They collaborated closely with MTY’s IT and business teams to drive
adoption and success.
PUBLIC
Participating partner information
"ASAR Digital played a crucial role in
transforming our customer and franchise
management processes. Their expertise in
SAP solutions helped us seamlessly
integrate and automate operations,
significantly improving efficiency and
customer satisfaction. With ASAR’s support,
we now have a scalable, future-ready
platform that drives our business forward.“
5
ASAR DIGITAL
ASAR Digital played a pivotal role in designing and implementing SAP Sales and Service
Cloud and ASAR SNJYA Self-Service Portal for MTY Food Group. ASAR led the solution
architecture, system integration, and data migration, ensuring a seamless transition from
legacy systems. They collaborated closely with MTY’s IT and business teams to drive
adoption and success.
PUBLIC
GLOBAL CHALLENGES
Challenges
BUSINESS CHALLENGES
PUBLIC 6
The food service industry faces significant global challenges
impacting both businesses and consumers. Supply chain
disruptions, exacerbated by geopolitical tensions, labor shortages,
and inflation, have led to ingredient shortages and rising food costs,
making it harder for restaurants to maintain pricing and
consistency. Sustainability concerns are growing, with consumers
demanding eco-friendly packaging, reduced food waste, and ethical
sourcing. Additionally, climate change is affecting agricultural
supply chains, increasing costs and unpredictability. Shifting
consumer expectations for faster, digital-first dining experiences are
pushing companies to adopt technology-driven solutions to remain
competitive while balancing sustainability and cost pressures.
MTY Food Group was struggling with disconnected CRM systems
inherited through acquisitions, leading to fragmented customer
experiences and slow service response times. Their Salesforce
self-service portal lacked integration, making it difficult for
customers to resolve issues efficiently. Employees had to navigate
multiple systems, increasing workload, reducing productivity, and
frustrating both staff and customers. Delays in service resolution
impacted customer satisfaction, leading to lost business
opportunities. The company needed a unified platform to streamline
processes, boost employee efficiency, and deliver a seamless, fast,
and modern customer experience to stay competitive in the fast-
paced food service industry.
Challenges
BUSINESS CHALLENGES
PUBLIC 6
The food service industry faces significant global challenges
impacting both businesses and consumers. Supply chain
disruptions, exacerbated by geopolitical tensions, labor shortages,
and inflation, have led to ingredient shortages and rising food costs,
making it harder for restaurants to maintain pricing and
consistency. Sustainability concerns are growing, with consumers
demanding eco-friendly packaging, reduced food waste, and ethical
sourcing. Additionally, climate change is affecting agricultural
supply chains, increasing costs and unpredictability. Shifting
consumer expectations for faster, digital-first dining experiences are
pushing companies to adopt technology-driven solutions to remain
competitive while balancing sustainability and cost pressures.
MTY Food Group was struggling with disconnected CRM systems
inherited through acquisitions, leading to fragmented customer
experiences and slow service response times. Their Salesforce
self-service portal lacked integration, making it difficult for
customers to resolve issues efficiently. Employees had to navigate
multiple systems, increasing workload, reducing productivity, and
frustrating both staff and customers. Delays in service resolution
impacted customer satisfaction, leading to lost business
opportunities. The company needed a unified platform to streamline
processes, boost employee efficiency, and deliver a seamless, fast,
and modern customer experience to stay competitive in the fast-
paced food service industry.