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The Barry Callebaut Group Sweetens Service Management and Self Service IT with BMC’s Cloud-Based Remedyforce

February 2017 by Marc Jacob

BMC announced that the Barry Callebaut Group, a leading manufacturer of high-quality chocolate and cocoa products, has turned to BMC’s Remedyforce solution – built on the Salesforce platform – to drive efficiency, transparency, and reduce costs with a shared services IT model.

The Barry Callebaut Group is organized into geographic business units based in Europe, Africa, Asia/Pacific, and the Americas, with centralized corporate functions supporting those business units. To ensure the delivery of leading IT services around the globe, the company is embracing digital service management, standardizing and centralizing processes and technologies on BMC’s Remedyforce solution to deliver comprehensive service management functionality via the cloud. The company established a European Shared Service Center that uses Remedyforce not only to modernize resolution of IT incidents and requests, but also to deliver digitally enabled support for HR, finance, supply chain, and transport.

“Our company is intensely focused on outperforming the global chocolate market and has established an ambitious growth strategy based on four pillars: expansion, innovation, cost leadership, and sustainability,” said Steven Vandamme, global chief information officer at the Barry Callebaut Group. “Our new service management model, centralized on BMC’s cloud-based Remedyforce, is already driving efficiency and end-user adoption as well as reducing support costs across the shared business functions, helping us address the expansion, innovation, and cost leadership pillars of our growth strategy.”

With BMC’s Remedyforce digital service management, the company empowers stakeholders with a self-service portal for reporting issues, asking questions, and requesting equipment and services from anywhere in the world. Automated workflows seamlessly route the majority of tickets to the right people without any intervention by the help desk, enabling the IT team to focus on more strategic priorities in order to drive the company’s top-line growth.

“Today, everyone and everything is becoming smarter and more connected, so companies that focus on creating seamless customer experiences have the best chance of succeeding,” said Kori O’Brien, SVP, App Innovation Partners, Salesforce. “Barry Callebaut Group is embracing this customer-centric approach, leveraging BMC’s Remedyforce, built on the Salesforce platform, to transform its business.”

“Remedyforce aligns with our cloud-first philosophy, and because it is built on the Salesforce platform, it aligns with our choice of Salesforce for customer relationship management. The solution also offers a highly favorable total cost of ownership (TCO) compared to other cloud-based service management offerings,” continued Vandamme.

Before adopting BMC’s Remedyforce, the Barry Callebaut Group had no structured way of communicating with all its stakeholders, relying on email and phones calls that required manual logging and tracking of incidents and service requests with no visibility into the measurement of service level agreements nor the quality of service being delivered. The shared services model provides the scalability needed to ensure quality service delivery across the enterprise, and the economies of scale enabled by the model help ensure continuous cost reduction and control.

“The Barry Callebaut Group has embraced the cloud to deliver service management excellence, and enable it to move forward with an aggressive growth strategy,” said Nayaki Nayyar, president of Digital Service Management at BMC. “BMC’s Remedyforce offers the functionality and flexibility to accommodate diverse requirements across business functions, enabling the Barry Callebaut Group to execute its global vision for self-service IT and to meet goals for improved operations.”

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