Case Study: Orion Engineered Carbons achieves 80% fewer open tickets, 50% service-desk cost reduction and 90%+ user satisfaction with ServiceNow

Orion transforms approach to global service delivery with ServiceNow

Orion Engineered Carbons, a global supplier of Carbon Black with 14 production sites and 1,400+ employees, faced a fragmented, outsourced IT service that lacked visibility, multilingual support and SLAs. The legacy setup left hundreds of aged tickets and hampered IT’s ability to support global operations, so Orion needed to regain control and transform its service delivery.

Working with a new provider, Orion deployed the Now Platform (ServiceNow) in five weeks to deliver Incident and Request Management, an intuitive self-service portal, automation and real‑time dashboards. The result: an 80% reduction in open tickets, a 50% cut in service desk costs, more than 90% positive user satisfaction, faster resolution times, and a shift from reactive troubleshooting to proactive, business‑aligned IT.

Orion Engineered Carbons

Ben Scherer

Vice President of Global Infrastructure Services