Case Study: The Maschhoffs achieves 80% first-call incident resolution and slashes ticket backlog to under 50 with ServiceNow

The Maschhoffs - Customer Case Study

The Maschhoffs is a 150‑year‑old, family‑owned pork producer and the largest privately held pork company in the U.S., supporting more than 1,100 employees plus 450 production partners. Rapid growth and an unwieldy SharePoint ticket database left IT operating reactively with poor visibility and metrics — at one point more than 500 open tickets (300 over 15 days old) and fewer than half of incidents resolved at Tier 1.

The IT team adopted ServiceNow’s out‑of‑the‑box ITIL applications (Incident Management, Service Catalog, Knowledge Management) with a fast rollout, dashboards and process automation that empowered Tier 1 staff. Within a year the backlog fell to fewer than 50 tickets, nearly 80% of about 1,000 monthly incidents are now resolved on first contact, and the organization is extending ServiceNow to additional processes and integrations.

The Maschhoffs

Mike Segelhorst

Associate Director of IT Client Services