Case Study: Rayonier transforms IT operations with Enterprise Integration

A centralized service desk transformed Rayonier from firefighting mode into a business-focused, process-driven IT organization

Rayonier, a $1.2 billion international forest products company, had a decentralized IT organization split across five separate departments, with little governance, inconsistent reporting, weak financial management, and minimal standardization. Enterprise Integration was brought in to help centralize and re-form IT, specifically by supporting the Service Desk and IT Operations functions.

Enterprise Integration implemented a single 24x7 centralized service desk, centralized change management, monitoring and alerting, and clearer reporting while transitioning staff and hiring additional dedicated team members. The results included consolidation of five IT locations into one streamlined operation, more than 150 knowledgebase documents, SLA performance above 95% for seven months, a customer satisfaction score of 4.4/5, and 70% of tickets resolved within the first day.

Rayonier

Mitch Walters

Chief Information Officer