Case Study: Pepperidge Farm achieves faster, more responsive distributor support with ServiceNow

Pepperidge Farm Transforms Independent Distributor Support

Pepperidge Farm, a division of Campbell Soup Company that supports roughly 4,000 independent distributors, relied on an aging Customer Service Center system while handling 6,000–8,000 monthly distributor inquiries. The outdated tools hampered representatives’ ability to deliver timely, knowledgeable support and left management with limited visibility into response bottlenecks.

Implementing ServiceNow Incident Management allowed tickets to be automatically populated with ERP data, gave reps the information they needed to resolve issues on first contact, and enabled seamless handoffs to IT with end-to-end case tracking. The platform also provides KPIs and dashboards to surface bottlenecks, increased overall responsiveness and control of support processes, and has been extended into broader IT reporting and a company-wide rollout.

Pepperidge Farm

Tammy Mikita

Senior Manager of IT