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CASE STUDY/ CPG

Food processing leader saves 25% on application management

Agile Portfolio Evolution

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About the customer

Multinational food processing and distribution leader.

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Operations in 15+ countries

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200+ distribution
centers

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50+ manufacturing facilities

"Softtek provided a world-class support organization, enabling our company’s aggressive growth plan and optimizing our resources."

IT Project Leader

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Business challenges

Our client was implementing a global growth strategy and expanding into new markets via company acquisitions in the US and LATAM. Its SAP and non-SAP application management and lack of governance was slowing resolution times, increasing the backlog, and preventing the achievement of business expansion goals.

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Ensure the continuity of core business processes during the vendor transition and throughout the engagement.

2

Support and optimize 100+ SAP and non-SAP applications.

3

Leverage a flexible delivery model and long-term engagement that can fluctuate with its application support needs following new product releases and acquisitions.

4

Support a stable and continuous operation to allow internal IT teams to reprioritize based on changing business objectives.

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How Softtek comes into play

Softtek engaged as a long-term strategic partner to provide end-to-end assessments, implementation of industry best practices for the consumer-packaged goods industry, and application management services for its USA, Mexico, and LATAM operations.

Established real-time monitoring and service-level dashboards to provide transparency to the overall engagement and allow business management to react more quickly to challenges.

Implemented a maintenance and support methodology aligned with industry standards including ITIL Services and Operations Management.

Leveraged Softtek’s service management framework to establish a comprehensive set of processes to ensure the quality, continuous process improvement, and innovation required for the applications in scope.

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Business impact

During the first four years of the engagement, our client significantly reduced its service desk backlog and achieved a cost-effective application management and support backbone. This allowed it to continue executing on its aggressive growth strategy enabled by technology and world-class governance and Softtek as its long-term partner.

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90% backlog reduction versus previous service desk.

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25% cost reduction of support services.

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21% improvement to service-level agreements thanks to automation and self-healing accelerators to drive continuous service improvements.

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Awarded a 5-year contract renewal.

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