The organization operates across multiple continents, managing warehousing, freight forwarding, transportation, and last-mile delivery services. With thousands of employees, distribution hubs, and time-sensitive operations, uninterrupted IT and operational support is critical.
Prior to implementation, service requests were handled through a mix of email, spreadsheets, and legacy ticketing systems. Each region operated independently, resulting in inconsistent processes, limited reporting capabilities, and minimal transparency into service performance. Critical issues—such as warehouse system outages or shipment tracking disruptions—were often delayed due to unclear ownership and poor communication.
The company initiated a transformation program to centralize service management across IT, facilities, and shared services. Mint Service Desk was selected for its flexibility, scalability, and ability to align with ITIL best practices while remaining adaptable to operational environments.
The implementation included:
- Centralized incident, problem, and change management workflows
- Automated ticket routing based on service categories and geography
- Self-service portal for employees and regional hubs
- Knowledge base integration to reduce repetitive requests
- SLA tracking and real-time performance dashboards
- Integration with monitoring tools and ERP systems
Deployment was phased across global regions to minimize disruption. Training sessions were conducted for service teams and business users to ensure adoption. Within months, measurable improvements were observed in service efficiency and stakeholder satisfaction.
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