Softline Company provides technical support based on the ServiceNow service to the Carlsberg Group IT service management platform in the Eastern Europe region.
Baltika Breweries, a part of the Carlsberg Group, is a major consumer goods producer in Russia and since 1996 it has been No. 1 at the Russian beer market. The Company represents a major part of the Carlsberg Group and its Eastern Europe region that also includes Azerbaijan, Belarus and Kazakhstan.
To handle client requests delivered to the Eastern Europe region hotline, Baltika Breweries, a part of the Carlsberg Group, has been using SystemNow, an IT service management automation system. Softline Company provided implementation and technical support of the system. To automate request processing, the ServiceDesk model capabilities were applied, such as registration portal, automatic request priority setting, redirection and assignment, as well as monitoring the request handling terms. As the business was growing, the client needed to expand the platform capabilities.
The 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. Following implementation, technical support and system development are still managed by Softline.
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.