Overview
Global wine and spirit producer Pernod Ricard offers one of the most comprehensive brand portfolios in the industry. While Pernod Ricard’s focus on allowing individual markets to cater to their base of consumers demonstrates the company’s commitment to its customers—it also results in challenges for IT. The company’s IT staff of 600 people supports the company’s 19,000 employees across 86 affiliate locations and its responsibility includes several global data centers.
The Challenge
For the organization to be able to deliver consistent and efficient support across the decentralized business, they needed global processes and streamlined ways of working, while still accommodating localized practices that enable consumer-centric sales. As the ITSM solution used in the Americas (North America and LATAM) was nearing end of life, Pernod Ricard set about finding an optimal, cloud-based replacement that would meet the needs of its Americas team and then eventually expand to serve the rest of the IT organization.
The Solution
After evaluating Gartner’s Magic Quadrant leaders, Pernod Ricard Americas chose BMC Helix Remedyforce for its out-of-the-box differentiators: functionality, configurability, adaptability, and the underlying stability and power of the Salesforce platform, along with its Chatter integration. With a well-developed core configuration, aligned with the company’s globally accepted processes, Pernod Ricard maintains the ability to adapt to local ways of working in affiliate communities.
The Results
BMC Helix Remedyforce communication and problem-management capabilities create greater team connection and synergies across the company.
- Consistent sets of data across the organization enable alignment with business objectives and more informed, strategic decision making.
- A shared tool has made it easier to break down organizational silos, allowing streamlined communication, greater connection between teams, and synergy in workflows and team best practices.
- The solution’s ticketing component has worked so well in its initial implementations that its use has expanded to other affiliate non-IT teams at the local level.
“BMC Helix Remedyforce is helping us connect our IT teams globally, allowing consistent reporting that enables management to more easily make decisions with cross-regional and global impact.”
— Erica Dean, IT Governance System Administrator, Pernod Ricard
