Case Study: INEOS Styrolution achieves 50% reduction in ticket backlog and time to resolution with ServiceNow

Driving Continuous Service Improvement with ServiceNow

INEOS Styrolution, a Frankfurt-based global supplier of styrenics with 15 production sites, needed faster, more reliable IT support to avoid disrupting customers in automotive, healthcare, electronics and other industries. Employees previously logged incidents and requests with an external provider by phone or email, creating manual errors, language barriers, duplicate tickets and long resolution times that strained operations.

INEOS implemented ServiceNow’s cloud ITSM and a self-service portal (with ServiceNow professional services) to automate ticket creation, categorization, prioritization and routing and enable quick self-service tasks like password resets. The deployment cut ticket backlog and time to resolution by 50%, reduced duplicate entries and overall ticket volume, eliminated the external service desk (reducing staff from 20 to 3), delivered ongoing cost savings, and improved communication and user satisfaction.

INEOS Styrolution

Michael Buhl

Global IT Service Manager