Case Study: a leading marketer of dairy-based food products achieves faster service delivery and lower maintenance costs with HCL

Leading Marketer Of Dairy-Based Food Products - Customer Case Study

The client, a leading marketer of dairy-based food products, faced significant challenges in standardizing its IT operations and reducing the cost and complexity of maintaining its legacy systems. Its goals were to shift investment toward new strategic projects, improve IT and business alignment, and establish a more responsive service delivery model. To address this, the company partnered with HCL for comprehensive application maintenance, enhancements, and development services.

HCL implemented a solution leveraging ITIL v3 processes via the ServiceNow platform to manage the client's entire application portfolio. This included a structured four-wave transition of systems, proactive monitoring, and a formal process for handling monthly application enhancements. The engagement resulted in a faster issue resolution turnaround time, a significant reduction in incidents through improved problem management, and lower operational expenses due to an optimized onsite/offshore support model. HCL's work delivered improved service levels, higher customer satisfaction, and stronger governance between IT and business partners.