Case Study: Leading Beer Company in the U.S. achieves 33% incident backlog reduction, 20% faster MTTR and major incident reductions with HCL

HCL Supports The Customer’s Vision For Enhanced Problem Management And Continued Improvement

The customer, a leading beer company in the U.S. headquartered in Chicago, struggled with a highly complex SAP- and legacy-based application landscape, rising ticket volumes, a large open-ticket backlog, weak problem management and poor visibility. They engaged HCL for Application Support & Maintenance (including use of HCL’s PRIZM™ APM during transition) to stabilize operations and drive continuous improvement.

HCL established governance forums, appointed problem/change/incident leads, implemented daily reporting and PRIZM™, and provided application portfolio recommendations. As a result, HCL reduced more than 180 high‑priority and 40 low‑priority incidents annually within three months of steady state, cut the incident backlog by over 33% in the first quarter, decreased MTTR by more than 20%, improved environment visibility, and completed a smooth, on‑time transition with zero business disruption.