Case Study: Scandinavian Tobacco Group achieves streamlined global incident & change management with TOPdesk

Scandinavian Tobacco Group - Customer Case Study

Scandinavian Tobacco Group, a global tobacco manufacturer with 11,000+ employees across multiple offices and time zones, struggled with fragmented service desks after mergers and acquisitions: different ticketing systems, inconsistent incident and change processes, and poor visibility. To standardize processes and improve international collaboration they selected TOPdesk to serve as the single tool for incident and change management and to provide one Self-Service Portal (SSP).

TOPdesk was rolled out in a phased pilot (under three months) and a six-month global go-live with weekly consultant support and strong operator/key-user training, replacing about four ticketing systems. In six months STG logged over 10,000 incidents—more than 80% via the TOPdesk SSP—delivering centralized tracking, clearer ownership, improved cross-site support, and a growing knowledge base and data set for ongoing process optimization.

Scandinavian Tobacco Group

Leon van Amersvoort

Senior IT Manager