Case Study: Grupo Bimbo achieves 30%+ reduction in helpdesk call volume and a 90% first-time fix rate with ServiceNow

Grupo Bimbo Reduces IT Helpdesk Call Volumes by over 30%

Grupo Bimbo, the world’s largest baking company, faced an overwhelmed IT helpdesk: a poor legacy portal that handled only 2% of requests, skyrocketing volumes (up to 14,000 password-related calls/month), just 40% of calls answered within target time, and no advanced reporting or supplier visibility.

They replaced the legacy ticketing system with ServiceNow, launched a self-service portal and automated password resets, and rolled the platform out to major suppliers. The portal now handles about 40% of requests, first‑time fix rates rose from 70% to 90%, call volumes fell by over 30%, and a single system of record improved reporting, supplier transparency and cross-vendor operations.

Grupo Bimbo

Gabriel Garcia

End User Experience Team Lead