Case Study: a media company reimagines service and support with Capgemini

Media company reimagines its service and support experience

A media and entertainment company faced challenges with its internal IT service management due to rapid growth through acquisitions, which resulted in siloed processes, inconsistent tools, and a fragmented user experience across its five independent businesses. To support its digital workplace, the company needed to reimagine its service and support to provide a consistent, consumer-grade experience for its workforce. They partnered with vendor Capgemini to address this.

Capgemini facilitated a collaborative planning session to align the various divisions and developed a new operating model with a unified governance strategy. The solution included implementing an improved IT service management portal with a user-friendly design, better search, and less technical language. For the client, the results were a one-stop shop experience that empowered employees and provided IT with greater consistency and control. The successful project also created a model for future digital transformation in other business areas like sales, legal, and HR.