Case Study: Barry Callebaut achieves 33% fewer help‑desk contacts and improved employee productivity with BMC Software's Remedyforce

$6.8B cocoa manufacturer Barry Callebaut supports rapid growth and employee productivity with cloud-based IT service management

Barry Callebaut, a $6.8B global manufacturer of chocolate and cocoa products with about 10,000 employees and 50+ production sites, needed a single, efficient shared-service model to handle technology, HR, supply chain, finance and other support as the business grew rapidly (9.1% CAGR). The challenge was to deliver consistent, cost-effective service and scale support across diverse, geographically dispersed operations.

BMC partner InfraVision implemented Remedyforce on the Salesforce platform as a cloud-based ITSM foundation, providing a single point of entry and centralized processes. The solution cut help-desk calls and emails by 33%, reduced triage staff by over 30%, handled more than 6,000 tickets per month, improved reporting and visibility, and drove efficiency and cost savings across the organization.

Barry Callebaut

Steven Vandamme

Chief Information Officer