To process the requests of customers via the hotline in the Eastern Europe region, Baltika Breweries, a part of Carlsberg Group, used the ServiceNow IT service management automation system. As the business was growing, the client needed to expand the platform capabilities.
Softline was the company responsible for the implementation and technical support of this system. To automate the request processing, we used the Service Desk capabilities, such as a request registration portal, automatic request priority setting, redirection and assignment, as well as monitoring the request handling terms.
Within the project, Softline specialists configured the ServiceNow modules in accordance with the client requirements. As a result, the IT department received access to this service. Logistics, planning, and customer service departments were the next to get it. Softline also performed system technical support and development after implementation. Users have access to the dedicated request acceptance channel via Help Desk, email, and by phone. The executives in the Eastern Europe region have access to request handling reports with statistics on response and resolution terms.