Global Beverage Producer


A well-known global beverage manufacturer sought to transform its IT operations and drive significant cost reduction as well as improve the productivity and quality of its global service delivery model. Softtek was engaged to develop and execute a global strategy across the full scope of the environment. 

Challenge

High IT costs
High volume of recurring high-impact incidents affecting product distribution
Low staff productivity resulting from lack of access to critical systems

Solution

Full-Scope Operational Transformation
Collaborative approach to server/ops, databases, service desk and end-user computing
Global, 24x7 coverage
One-team model focused on ticket reduction
Crisis event management
Automation to enhance productivity and IT service quality
Upgraded user experience through
Password reset tool and chat bot
Premium support program
EUC support kiosks

Results

By deploying a collaborative model to improve service delivery, Softtek successfully reduced IT spend, enhanced quality and boosted productivity. The global support model reduced incident volumes and improved the user experience, while the implementation of automated support tools reduced costs and increased productivity. Results included:

$

13M


IT savings over five years

10%

IT Savings


Year over year

90%

IT support


Moved to nearshore model

70%

Requests


Resolved at Level One

Implemented


Consolidation