Successfully shortened the response and resolution times and enabled a comprehensive view of customer service requests

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SAP® Solutions

SAP Service Cloud

Project Description

Digital transformation of the customer service process

SAP Service Cloud was implemented at National Amusements and omni-channel integration was enabled to include Facebook, Twitter, Google reviews, email, website contact form, and manual ticket creation

National Amusements also automated their ticket routing based on source, team, and location and brought about change management and enablement in working with Knack Systems 

Local Showcases, Global Reach

Founded more than 84 years ago, National Amusements is a global leader in the entertainment industry, tailoring unique experiences for their customers. With multiple theaters around the world, National Amusements is the parent company to entertainment behemoths, Viacom and CBS Corporation, which recently merged into ViacomCBS.

Creating Magical Journeys for Viewers Is Just Half the Battle – The Other Half Is Continuing to Excel behind the Scenes

What started out as a modest drive-in theater business transformed into a highflying National Amusements of today that operates more than 950 screens globally. As a next step, the brand wanted to look for fresher avenues to enhance the customer experience in a world where streaming services are a dime a dozen.

Ramping Up the Customer Experience: It’s All About the People

National Amusements engaged Knack Systems to implement SAP Service Cloud coupled with omni-channel integration to include Facebook, Twitter, Google reviews, email, website contact form, and manual ticket creation. The latest digital capabilities at National Amusements now ensures a shorter response and resolution time, an aggregated, comprehensive view of customer service requests, and better communication between in-theater employees and employees that work outside of the movie theaters.

With this transformational leap, National Amusements has realized optimized reporting that empowers their marketing and service teams to spot trends and make adjustments quickly, while enhancing customer satisfaction and brand loyalty.


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