Case Study: GRUMA achieves 25% process improvement and faster response times with ServiceNow

GRUMA elevates food production with streamlined processes and improved service

GRUMA, a leading global food producer of corn and flour tortillas with 20,500 employees and operations in 112 countries, needed to unify and automate IT workflows to maintain product quality and high levels of customer service. The company sought a tailored platform to streamline processes and create better experiences for both customers and employees.

Partnering with IPSUM Technology, GRUMA implemented ServiceNow’s Now Platform and IT Service Management in a two‑phase rollout—beginning with U.S. customer service and expanding globally—completing the global implementation in under eight months. The solution automated IT, HR, customer service and safety workflows, improved communication across 75 plants, reduced ticket and response times, optimized resources, enabled mobile approvals, and delivered a 25% improvement in processes.

GRUMA

Erika Téllez

IT Services Manager