Service Management Blog

Remedyforce is a Vital Ingredient in Leading Chocolate Producer Barry Callebaut’s Recipe for Quality Service Delivery to Nearly 10,000 Employees Worldwide

Steven Vandamme
4 minute read
Steven Vandamme

The Barry Callebaut Group is the world’s leading manufacturer of high-quality chocolate and cocoa products. Our operations cover everything from the origination and processing of cocoa beans to producing the world’s finest chocolates, including fillings, decorations, and compounds. We serve the entire food industry, from industrial food manufacturers to chocolatiers, pastry chefs, bakers, hotels, restaurants, and caterers. Our organization encompasses close to 10,000 employees, and a global network with more than 50 production sites in Europe, Africa, North and South America, and the Asia Pacific region.

Our company is intensely focused on outperforming the global chocolate market and has established an ambitious growth strategy based on four pillars:

  • Expansion
  • Innovation
  • Cost leadership
  • Sustainability

The company is making great strides in that area, having maintained an impressive 9.1 percent compound annual growth rate (CAGR) over the past five years. In addition, the company recently committed to making sustainable chocolate the norm by 2025.

The company is organized into geographic business units based in Europe, Africa, Asia/Pacific, and the Americas, with centralized corporate functions supporting those business units. Our department, Information Management (IMIT), provides technology services to all regions. The size, the diversity of currencies, languages, and cultures, and the 24/7 requirements of a global footprint present many challenges for IMIT.

To ensure the delivery of world-class IT services around the globe, IMIT is embracing digital service management. We’ve partnered with BMC Software and InfraVision, a BMC partner that provides service management consulting, education, and technology, to help us standardize and centralize service management processes and technologies. We’ve worked closely with these partners to create a shared services model for the company’s technology needs. We selected Remedyforce as the technology solution for delivering comprehensive service management functionality via the cloud.

Eighteen months ago, we began expanding the shared services model into additional business functions to achieve economies of scale. We established a European Shared Service Center and that center now uses Remedyforce not only for managing tickets related to IT incidents and requests, but also for human resources (HR), supply chain, accounts payable, accounts receivable, general ledger, and master data. This new model is already driving efficiency and end-user adoption, as well as reducing support costs across the shared business functions. Consequently, it’s helping us address the expansion, innovation, and cost leadership pillars of our growth strategy.

Improving IT Service Delivery

We have a global data network and data center team to handle the technology needs of our employees and partners. Global team members manage the infrastructure, interact with outsourcing partners, and assist local technical people in supporting desktops, laptops, and other equipment in our factories. We implemented Remedyforce to provide a more structured way of communicating with stakeholders and to enhance our service management processes.

We selected Remedyforce over other offerings for a variety of reasons. Firstly, the solution aligns with our cloud-first philosophy. In addition, because Remedyforce is built on Salesforce App Cloud, it aligns with our choice of for customer relationship management. The solution also offers a highly favorable total cost of ownership (TCO) compared to other cloud-based service management offerings.

IMIT leverages Remedyforce to empower stakeholders with a self-service portal for reporting issues, asking questions, and requesting equipment and services. People can now enter tickets from anywhere in the world. The portal guides them through the ticket submission process and prompts them to fill in the required information. Automated workflows have eliminated the triage step, so that most tickets are automatically routed to the right people without any intervention by the help desk. With approximately 6,000 tickets per month, this represents a huge time savings that has enabled IMIT to reduce the triage staff by more than 30 percent. Moreover, because of the increased efficiency, the remaining members of the triage staff have time to work on more strategic tasks.

Expanding the Shared Services Model

Encouraged by the success of the shared services model for IT services, we realized that expanding the model to other business functions would deliver additional economies-of-scale benefits. With that in mind, over the last 18 months we’ve opened a shared services center in Lodz, Poland to handle not only ticketing for IT incidents and requests, but also for inquiries, issues, and requests across many other business areas, including HR, finance, supply chain, and transport.

IMIT tapped the expertise of InfraVision consultants to work with our technical teams as well as with stakeholders from every business function to formulate each group’s unique ticketing, management, and reporting needs. Remedyforce offered the functionality and flexibility to accommodate the diverse requirements that resulted. InfraVision helped us tailor the service catalog to ensure simplicity in submitting tickets and rapid routing of tickets to the right people. The result is a Remedyforce self-service portal that serves as a single point of entry for all inquiries and requests going into our shared services center from across the enterprise.

IMIT’s experience in implementing and using Remedyforce for IT incidents and requests facilitated the expansion of the shared services model. We already had well-understood processes in place, so the expansion to other business areas was straightforward.


The shared services model has proven to be effective in driving harmonization across business units and geographies, making it easier for internal stakeholders, external partners, and customers to do business with Barry Callebaut. Stakeholders enjoy the convenience of a single point of contact for all types of inquiries and requests. Standard, best-practice processes ensure that tickets of all types receive consistent and timely handling.

Remedyforce, the technology foundation for the model, enables us to capture facts and figures on issues, questions, and requests, and it allows us to leverage the data to generate meaningful reports that provide managers at all levels with visibility into what’s happening in their departments and teams. With this information, managers can quickly identify problem areas and take action to ensure continuous improvement.

As the Barry Callebaut Group moves forward with its aggressive growth strategy, the shared services model will provide the scalability we need to support that growth with quality service delivery across the enterprise. What’s more, the economies of scale enabled by the model will help us keep costs under control.

Learn More: Read the Barry Callebaut case study or watch at YouTube.

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These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

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About the author

Steven Vandamme

Steven Vandamme

Steven Vandamme is Chief Information Officer at Barry Callebaut and has over 25 years of experience in "business engineering and transformation", enabled by Information Technology. IT-enabled transformation projects at Barry Callebaut are covering all aspects of business change: business processes, ERP/digital applications, business data, required changes in the organization & people and IT infrastructure. As CIO of Barry Callebaut, he is leading a global department of 170 internal staff that is providing Information Management services to all Business Units of Barry Callebaut globally, supported by strategic global partners. In the last five years, Barry Callebaut has been adopting a "Cloud First" IT strategy (Google, Salesforce, HR Succesfactors, Concur), to complement the backbone ERP (SAP).