Bakkavor is the United Kingdom’s leading provider of fresh prepared foods, operating 43 sites with a workforce of over 18,000. The company supplies many innovative products to major UK grocery retailers and global food brands. Known for its deep understanding of evolving consumer needs, Bakkavor delivers fresh solutions for every occasion and budget.
Bakkavor faced growing challenges with its IT operations. Its existing platform was outdated and complex, causing confusion among users and overwhelming the IT support team with support calls.
Limited service visibility led to missed SLAs and an inability to prioritize work based on business needs. With a broader goal of aligning with its “Vision SAP” transformation programm, Bakkavor needed a modern, intuitive IT support platform that could enable proactive service, reduce call volumes, and increase user adoption.
A Multi-Faceted Approach to IT Service Transformation
Bakkavor partnered with NewRocket to modernize IT support, build an accurate CMDB, and align IT services with broader business objectives.
NewRocket introduced a simplified portal experience focused on the six most common reasons users contact IT. This experience is backed by automation to reduce phone calls, prioritize urgent issues, and stabilize critical services.
Using Discovery, NewRocket established a CMDB focused on key infrastructure components, enabling more effective change management and reducing high-priority incidents.
In collaboration with Bakkavor, NewRocket helped develop a two-year transformation roadmap that aligned the enterprise’s ServiceNow strategy with its broader SAP deployment and business goals.
NewRocket engaged C-level leaders throughout the program to embed platform adoption into Bakkavor’s wider strategic initiatives.
Through its partnership with NewRocket, Bakkavor transformed its IT service operations and set a new standard for support delivery. Key outcomes include:
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“This has been one of the most successful and smooth deliveries of any IT project in Bakkavor’s history. Thank you.”
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