Improving a pharma leader’s IT service delivery with ServiceNow process consolidation


About the customer

Our client is a multinational pharmaceutical company and the largest in Brazil by market capitalization that produces popular medicine, vitamins, supplements, and dermo cosmetics used by millions of consumers in Brazil and other countries.

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Headquartered in Sao Paulo, Brazil

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7K+ employees

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2 production plants

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US $1B+ revenue


Business challenges

Several of our client’s business units were using ServiceNow ITSM, but they lacked the flexibility and workflow standardization needed to assign, respond, track, and document requests efficiently. To improve the user experience and increase process adoption, our client sought a partner to introduce a single operational model for managing IT service requests across all business units.


Define functional groups and translate their specific needs into ITSM processes and technical definitions.


Deliver relevant real-time information, indicators, and alerts to each functional group.


Enable greater agility in integrating new technologies and functionalities into the functional groups’ key IT service processes.


How Softtek comes into play

In just three months, Softtek successfully assessed the client’s existing ITSM operation and implemented a centralized model for each business unit to manage ServiceNow ITSM requests. Our local and regional resources with in-depth knowledge of the pharma industry were crucial in determining specific service criteria for each newly defined functional group, resulting in improved assignment and response efficiency.

Consolidated and integrated processes serving each functional group into the ServiceNow ITSM platform.

Implemented Service Level Management with SLA-based workflows for each business area.

Implemented 270+ types of reports, dashboards, and notifications for greater visibility.

Enabled efficient routing to incident and request management for improved customer service.

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Business impact

With consolidated processes on a single cloud-based platform, our client can now allocate more resources than ever toward value-added business goals while efficiently managing IT incidents on a single pane.

More responsive, SLA-based workflows at a lower TCO.

99% decrease in misrouted tickets.

30% cycle time reduction for case resolution.

50% increase to end user satisfaction score.

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