Case Study: TAL Apparel achieves global customer service excellence and 89% faster P1 incident resolution with ServiceNow

TAL Apparel achieves global customer service excellence with ServiceNow

TAL Apparel, a global garment manufacturer with 26,000 employees across 11 factories in six countries, needed to modernize legacy IT tools to support its focus on innovation, quality, sustainability, and service. The existing systems lacked visibility into service levels, resources, and project performance, making it hard to track trends, resolve recurring problems, or manage enterprise-wide IT delivery efficiently.

TAL implemented the Now Platform with ServiceNow ITSM, ITBM, Agile Development and PPM to automate incident, problem, change, release and project management and integrate monitoring and self‑healing workflows. The rollout cut average incident closure from 3 days to 1.5 days (50% reduction) and reduced P1 resolution from 3 days to 2.5 hours (89% reduction), lowered IT workload, improved root‑cause analysis and preventative maintenance, and gave executives consolidated visibility into projects and spend for all 26,000 employees.

TAL Apparel

Kai Kiang

Vice President, Information Technology