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Case Study

Consumer products company enhances business IT support with managed services from UST

With a successful track record of managed services from UST over the last two years, the company is strategically, methodically, and steadily improving its IT landscape with increased productivity, reduced costs, and better overall IT services.

OUR CLIENT

This client is one of the largest and oldest consumer products companies in America. With annual revenue that tops $10 billion, the company employs approximately 15,000 people and produces many of the most popular household brands on the market.

THE CHALLENGE

Wanted to replace managed services vendor to improve IT technical support

This complex, multinational consumer goods manufacturer needed help managing 70 business applications. Although the company had a managed IT support services vendor in place, the IT team wasn’t satisfied with the service it received. The IT department wanted better communications and program management as well as roadmaps to automate repetitive, manual IT tasks and modernize 60 aging, on-premises applications.

THE TRANSFORMATION

Engaged UST IT managed services for business applications to transform IT support services

The long-standing consumer goods company tapped UST to replace the previous IT service provider. To address the manufacturer’s needs for better communications, automated processes and application modernizations, the UST team implemented these key programs:

Around-the-sun support services—This 24x7 program, which tracks with the time zones around the globe, provides the company’s IT team with highly skilled technicians to resolve level 2 and level 3 incidents and minor enhancements. With a team of 30 people based in Mexico, Spain, and India, there is always someone available to support the company’s global business applications.

Automation roadmap—To help the IT team become more efficient, UST created a strategic plan to methodically eliminate manual, repetitive daily weekly and monthly tasks.

THE IMPACT

Deployed managed services team is driving IT transformation from a cost center to a business enabler

With a successful track record of managed services from UST over the last two years, the company is strategically, methodically, and steadily improving its IT landscape with increased productivity, reduced costs, and better overall IT services. In this coordinated global engagement, UST’s team of 60 people diligently worked on more than a dozen managed services projects—accomplishing an estimated 40% more work overall with the same amount of people as the previous vendor. For example, the former vendor resolved approximately 2,500 support tickets per year. UST’s around-the-sun application support services team of 30 people worked 4,000 tickets in a year. This 63% improvement—in that initiative alone—is indicative of the benefits of managed IT services. In addition, the UST managed services initiatives have helped the company implement cloud security policies, automate application releases to reduce manual errors, improve application uptime and usability, and reduce costs—helping the IT department shift from a cost center to a business enabler.

RESOURCES

Learn about UST’s application modernization solutions

Learn more about automation solutions