A gobal leader in the food and dairy industry, operates across North America, Europe, and APAC with a strong footprint in manufacturing and distribution. As operations scaled across 64+ plant locations and more than 11,000 end users, the company’s IT support model grew increasingly fragmented across applications, infrastructure, and plant systems. The organization leaned heavily on incumbent vendors and subject matter experts to resolve issues, with unclear ownership spanning L1, L2, L3, and vendor teams. Annual ticket volumes approaching 90,000 strained resolution and escalation handling, while the absence of standardized processes, knowledge management, and monitoring practices left leadership with limited visibility into SLA performance, incident trends, and operational KPIs. Schreiber Foods needed a partner to consolidate this fragmented environment into one accountable, scalable support model.
Ascendion is establishing a centralized RUN operating model spanning Helpdesk, Infrastructure, SecOps, Enterprise Application Services (EAS), and IT Plant Operations — replacing a fragmented, vendor-dependent structure with one accountable support organization.
L2-led support is being paired with a structured L3/vendor escalation model, standardized ITIL-based processes (incident, problem, change, and request management), and strengthened knowledge management through SOPs, knowledge bases, and runbooks. The transition is being executed in phases — knowledge transfer, shadow, reverse-shadow, and stabilization — designed to ensure zero disruption to the business.
A 24×7 follow-the-sun delivery model is being rolled out alongside AAVA™ AI Agents, which will handle incident triage, knowledge recommendations, RCA acceleration, and self-service support. Monitoring and observability are being strengthened using existing tools, with automation and shift-left initiatives introduced to reduce manual effort over time.
Tech Stack:
Targeting a 20–30% reduction in P1/P2 incidents and escalation dependency, strengthening service stability and SLA adherence across all IT towers.
Aiming for a 20–25% reduction in mean time to resolution (MTTR) through improved monitoring.
Working toward a 10–15% increase in First Contact Resolution and customer satisfaction across enterprise and plant users.
Targeting a 2–3x improvement in signal-to-noise ratio by eliminating duplicate tickets.
Building toward scalable, 24×7 IT support for 11,000+ end users across 64+ plant locations.
Establishing the foundation for automation-driven, predictive IT operations, with the goal of minimizing IT-driven downtime to protect plant output, delivery, and order-to-cash reliability.
Schreiber Foods, a trusted food and beverage supplier to the world’s leading retailers, restaurants, distributors, and food manufacturers, is working with Ascendion on a multi-year partnership to transform its global operations and software development using agentic AI. Ascendion is equipping Schreiber’s capability centers with AI-native technology to fuel sustainable growth and accelerate innovation across more than 40 locations on five continents, serving more than 10,000 employee-partners worldwide.
