Business Challenge

Switzerland's Barry Callebaut Group is the world's leading manufacturer of high-quality chocolate and cocoa products. To support over 12,000 employees and more than 61 factories worldwide, the company established a centralized European Shared Service Center for managing tickets related to technology, human resources, supply chain, accounts payable, accounts receivable, general ledger, master data, and other functions.

BMC Solution

BMC Helix Remedyforce, the service management application within the Salesforce.com platform, backed by consulting and education services from BMC partner InfraVision, is the technology foundation for the shared services model that manages inquiries, issues, and requests across multiple business functions.

Business Impact

BMC Helix Remedyforce is driving efficiency and reducing costs, thereby addressing the expansion, innovation, and cost leadership pillars of Barry Callebaut’s ambitious growth strategy.

• Self-service submission of IT service management (ITSM) tickets resulted in a 33% drop in calls and unstructured email messages, eliminating many hours of effort spent on ticket creation.
• Efficient, automated triage and routing of the majority of ITSM tickets reduced the triage staff by more than 30% and allowed the remaining personnel to focus on more strategic efforts.
• The solution created a convenient, single point of entry for all employee inquiries and requests for consistent and timely handling of tickets.