Case Study: Leading Producer of Flavoured Beverages achieves 70% incident reduction and 98% customer satisfaction with HCL managed services

HCL Delivers Managed Services To Help Client Boost Their Brand And Operational Efficiencies

The customer, a leading producer of flavoured beverages in North America and the Caribbean with more than 50 brands, faced complex supply‑chain and operational challenges—third‑party and company DSD, warehouse and foodservice routes, procurement improvement, and an SAP 6.0 upgrade—while trying to boost brand growth and efficiency. To address these needs the company engaged HCL for managed IT and SAP services, including application development & maintenance (ADM), infrastructure managed services, and a dedicated SAP L1.5 support capability.

HCL delivered an integrated managed‑services model—24x7 service desks and command center, IOMC governance, ADM across 90+ applications, desk‑side and network/print management, and an SAP L1.5 team—migrating multi‑vendor support to a single provider with minimal disruption. The engagement produced measurable gains: 70% incident reduction, 31% service‑request reduction and 27% call reduction over three years, 98% customer satisfaction, 48,484 incidents resolved (67,388 calls handled), faster resolutions via L1.5, and numerous on‑time enhancements and value ideas implemented by HCL.