IT Operations Automation · Sales Automation
Southern Glazer's wanted to free employees from administrative and technical work, but IT and HR tasks, outage resolution, and supplier item setup still depended on manual effort spread across different teams, systems, and employee workstyles.
Reported impact
Southern Glazer's reduced product setup time from 45 days to an average of three days, saved IT and HR teams 490 hours of writing time in five months, cut the average time to resolve unplanned outages by 15%, generated more than $1.5 million in annual incremental ITSM benefits, and improved daily productivity by 9.65 hours for IT and HR teams.
Southern Glazer's used the ServiceNow AI Platform to centralize employee support and automate internal operations that affect market execution. IT Service Management consolidated technical support and HR Service Delivery created more consistent employee-service access for office staff, warehouse workers, and drivers. On top of that base, Now Assist summarizes incidents, cases, and resolution notes so support teams can escalate more quickly and preserve better operational knowledge. The company also joined ServiceNow Impact and AI Lighthouse to guide adoption of best practices and out-of-the-box AI agents. Meanwhile, a custom App Engine application transformed product item setup: supplier data now travels through ITSM into downstream systems so beverage launches that once took 45 days and multiple manual handoffs can be completed in about three days. The combined architecture turns one platform into both an employee-support engine and a revenue-enabling operations layer.
Employees contact IT and HR through portal, chat, or call channels, where ITSM and HRSD coordinate the work and Now Assist summarizes it for faster escalation and closure. Supplier item data enters the App Engine workflow, moves through ITSM into downstream systems, and returns a market-ready setup in days rather than weeks.
IT and HR teams saved 490 hours of writing time in just five months.
Southern Glazer's solved two of the biggest employee support needs in IT and HR with a single AI platform.
To simplify the item setup process, Southern Glazer's built a custom application using App Engine.
What once took 45 days and involved multiple departments now takes an average of three days per market.
With Now Assist for ITSM and HRSD, Southern Glazer's resolves issues faster by using generative AI to summarize cases, incidents, and resolution notes.
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Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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