Barry Callebaut, a world’s leading chocolate manufacturer
This world's leading manufacturer of high-quality chocolate and cocoa is the heart and engine of the chocolate industry and their mission is to be number one in all attractive customer segments. They are a business-to-business company, fully integrated and with a strong position in cocoa-origin countries. A company with nearly 10,000 employees operating out of more than 30 countries with more than 50 production facilities.
As a leader in the chocolate industry they have comprehensive competencies in the art of making chocolate and cocoa products - from sourcing and processing cocoa beans to producing the finest chocolates, including chocolate fillings, decorations and compounds.
Giving Them the Best
In companies of all sizes, reducing IT incidents, solving problems swiftly, and responding to user requests promptly is a business imperative. Implementing and maintaining an IT service management solution and beyond, however, has often been a lengthy and expensive undertaking. The cost and effort involved prevents many enterprises from moving ahead with a robust service management strategy.
Fortunately, cloud technologies are enabling IT organizations to quickly deploy best-in-class service management functionality across the enterprise without the capital expenditures and ongoing costs of an On-Premise solution. Alert companies are exploiting cloud computing to improve service and support to their users while controlling IT costs.
Steven Vandamme, CIO: "At Barry Callebaut we strongly believe in Cloud based solutions, as they are easy-to-use, easy-to-implement, easy-to-support, offering a good service versus cost equilibrium. For our Customer Go-To-Market business processes, we were already a heavy adopter of Salesforce.com, so it was logical to further leverage the Salesforce ecosystem so we selected Remedyforce. Meanwhile Remedyforce is not only used for IT Service Management, but also our European Shared Service Center in Lodz in Poland is using Remedyforce for ticketing for Finance, Master Data and Supply Chain".
Barry Callebaut decided to tap the power of cloud computing and benefit from two market leaders, BMC and Salesforce.com. In the old situation, employees had not fully embraced a global process, no intuitive Self Service and moreover, the old solution lacked functionality that the IT staff needed to be effective in handling issues and requests. BMC Software, with its BMC Remedyforce Service Desk, quickly emerged as a top contender. BMC Remedyforce delivered access to market-leading BMC service management capabilities through the highly regarded Salesforce.com cloud platform.
The IT team contacted Salesforce to learn more about BMC Remedyforce as part of an RFP, and was pleased with what they saw. BMC and Salesforce advised InfraVision as partner to provide consulting services and support to assist in the decision-making process as well as with the planning and implementation of cloud-based service management processes and software. InfraVision stays the advisor for Service Management guidance and best practice.
“We chose BMC Remedyforce for a variety of reasons,” recalled Hilde De Proft, the help desk manager. “It is a true SaaS solution, it includes an embedded and proven Best Practices Process Model -The Alignability Process model-, it offered more functionality, and we could deploy it fast. We have confidence in the companies behind BMC Remedyforce: BMC, Salesforce.com and InfraVision. The Alignability process model offers us a blue print of the processes, and procedures, but also the work instructions relevant for BMC Remedyforce. It bridges the gap between ITIL theory and the ITSM solution. With this model our agents know what to do and when to do it. On top, it is a good support during audits.”
“During the implementation InfraVision was proactive. Their experience in the field of implementing BMC Remedyforce and Service Management improvement has actually helped us to get our services transparent and raising the services to a higher level. InfraVision guided us in ITIL best practice and addressing our concerns.”
Because the previous ticketing system was difficult to use, people typically submitted incidents and requests by telephone or email. Assigning tickets to owners was cumbersome, as was managing tickets through to resolution.
Users are adopting BMC Remedyforce much more quickly than the previous system, submitting issues and requests through the online Self Service portal instead of calling or sending messages. After the setup of IMIT incident and change management, BC with support of InfraVision decided to proceed with BMC Remedyforce as ticketing system for their shared service center (SSC) covering departments like Finance (AP/GL), Pricing and Master Data. All based on one front end Self Service portal, while the questions are automatically routed to the correct supporting teams and departments.
“Since we implemented BMC Remedyforce, the number of phone calls to the help desk has dropped by about one third, and the number of email messages has dropped in half,” the Help Desk manager claims. “In the next years, we expect the number of user-submitted issues and requests to increase, which will make the entry and assignment of tickets even more efficient.”
“Handling a phone call to the help desk takes about 10 minutes. Saving that time is very beneficial. But what is also important is that there are fewer interruptions, so we can plan our time and use it more effectively.”
With the previous system, ticket ownership was often unclear. With BMC Remedyforce, the help desk can more easily assign tickets to a server or network specialist, an application owner, or a functional manager.
Complex issues often require the efforts of multiple people. The BMC Remedyforce task feature allows the ticket owner to assign tasks to the appropriate people or external vendors/suppliers, while maintaining responsibility for the issue or request. This has made ownership more clear-cut and, as a result, incident management is now more efficient.
Knowledge and Insight
In the past, one of the biggest obstacles to resolving issues was the inability to capture and share information. The IT staff often wasted time searching through email chains to find details and discussions about a particular issue. With BMC Remedyforce, all details, discussions, documents, examples, and other related information like Knowledge articles, suggested templates is captured and made visible within the ticket. Consequently, everyone involved can see the progress and status of an issue.
Customer’s Final Words
“We have a service-minded group of IMIT people, but in the past, they didn’t have tools that enabled them to manage their job. Sometimes issues fell through the cracks, which meant that our users were not served. With BMC Remedyforce, IT staff members have a solution that creates transparency and allows to manage/steer quality of service. As a result, our service levels towards users increase and are more clear.”
The project at Barry Callebaut created value on the following value drivers.
Optimise IT Costs
Using one platform for different business applications reduced the costs of maintenance and the costs of keeping knowledge up to date.
By using the best practise model the processes and tooling in all regio's became more transparant, improving the performance of all.