Case Study: G&J Pepsi-Cola Bottlers doubles end-user incident resolution with Logicalis Service Desk

With Logicalis Resolving End-User Incidents, Internal IT Team Can Focus on Initiatives That Drive Sales and Increase Product Distribution Efficiency

G&J Pepsi-Cola Bottlers, the largest independent PepsiCo bottler franchise in the US, had a lean internal IT team. To keep this team focused on strategic initiatives, they outsourced help desk support. However, their previous provider delivered a low resolution rate and lacked insight into incident trends, prompting a search for a new partner. This led them to the vendor, Logicalis, and its Service Desk offering.

Logicalis implemented its Service Desk, powered by ServiceNow, to provide centralized, professional support. This solution doubled the end-user incident resolution rate compared to the previous provider. The results allowed G&J Pepsi's internal IT team to dedicate more time to business-driving projects and provided valuable analytics to identify and address recurring issues, increasing overall productivity and job satisfaction.

G&J Pepsi-Cola Bottlers

Chris Witzgall

Vice President-Information Systems