Softline provides now technical support of IT services management platform for Baltika Brewery in Eastern Europe. Baltika Brewery, part of Carlsberg Group, is one of the largest producers of consumer goods in Russia; number one in the Russian beer market. Baltika Brewery owns 8 factories in Russia. Baltika Brewery is the leading exporter of Russian beer, represented in more than 75 countries all over the world.

Baltika Brewery has been using the IT service management automation system ServiceNow for processing the requests of customers received from their hotline. In order to process the requests automatically, the following functions of Service Desk model have also been used: registration portal, automatic prioritizing, routing, assigning requests, and the term of execution control. The development of business has led to the growing demand for broader functions of the platform.

Softline experts have adjusted the modules of ServiceNow in accordance with customer’s requests, as part of implementation of the suggested technical solution. As a result, the opportunity to use the service for performing business tasks was first provided for the information technology service, and then to the logistics service, the planning service and the customer support service as well. Softline is responsible for technical support. Our customers can now enjoy the dedicated line for receiving and processing requests by our Help Desk service, e-mail and also by phone.

“The development of ServiceNow platform is another huge step aimed at forming the service approach to performing business tasks and efficient management of key processes in our companies”, the vice president of information technologies department of Carlsberg Group, German Epstein says.