Key results
The company
Brenntag
brenntag.comGlobal distributor of industrial and specialty chemicals and ingredients.
Result highlights
- Expected 33% reduction in search and submit time
- Expected 30% reduction in L2/L3 resolution time
The story
The global market leader in chemicals distribution operates 600 sites across 72 countries, with 18,500 employees managing complex supply chains.
Operations relied on inconsistent tools ranging from local Excel sheets to disparate platforms, creating data silos without a single source of truth. Employees struggled to navigate a vast service catalog to find help, while support teams lacked visibility into global performance.
The company unified IT and finance operations on a single ServiceNow platform integrated with Microsoft Teams for seamless employee access. They deployed AI-powered search and custom LLMs to translate ticket conversations instantly and guide users to resources in their native language. Automated workflows now handle routine tasks like firewall approvals while enabling global knowledge sharing for complex issues.
Quotes
“We chose ServiceNow for its ability to do much more than just tickets. ServiceNow’s modular capabilities mean we can expand its use across the organization step-by-step. It supports complex integrations with our IT ecosystem and business-wide workflows, as well as providing strong AI capabilities.”