Case Study: Nestlé modernizes IT service management with HappySignals Experience Management

Nestle modernizes ITSM across 80% of markets with HappySignals

Nestlé, one of the world's largest food and beverage companies, faced the challenge of modernizing its IT Service Management (ITSM) to become a true business partner. With over 275,000 global employees, the goal was to shift from project management to product management and create a more human-centric, consistent IT service experience. To achieve this, Nestlé partnered with the vendor HappySignals to measure and improve user satisfaction.

HappySignals provided the solution by enabling Nestlé to capture and analyze experience data, which offered actionable feedback on IT services. This data-driven approach allowed Nestlé to implement a global Experience Management Office, foster a culture of continuous improvement, and proactively resolve issues. The results included enhanced employee satisfaction, increased cross-functional collaboration, and the initiative reaching 80% of Nestlé's global markets, with a goal to engage the remaining 20% soon.

Nestle