A top global food and beverage company with 90,000 employees across 120+ markets faced significant inefficiencies in IT support. With multiple service providers operating in different regions, the company struggled with:
- Inconsistent response times, leading to unresolved IT issues. - Language barriers, making global communication difficult. - Fragmented reporting, reducing service transparency and accountability.
With over 25 years of partnership, SONDA implemented an AI-powered, omnichannel IT Service Desk designed to revolutionize support operations. The solution introduced:
Provide a Single Point of Contact (SPOC), simplifying IT support.
Expand language capabilities, improving communication across regions.
Automate reporting and analytics, enabling data-driven decisions.
Standardize IT ticket management, reducing resolution times.
Improving service efficiency.
Thanks to streamlined reporting.
Reducing business disruptions.
Driving better employee satisfaction.
By centralizing and automating IT support, SONDA enabled the company to operate with greater efficiency, agility, and scalability across its global footprint.
