Summary
Key results
Round-the-clock support in six languages
Up to 80% of tickets resolved at first contact
IT support restructuring and cost pressure
With its rapid growth, Südzucker faced the need to restructure its IT support model. The existing in-house Service Desk was fragmented, limited in language coverage, and increasingly costly to maintain. This hindered timely responses to employee requests, negatively affecting satisfaction and, in the long term, posing a risk to strategic business goals. The key objective was to find a partner capable of providing multilingual support and expertise in critical technology areas such as Microsoft 365, SAP, and IT security.
Sii Poland was selected for its proven experience in delivering global support services and long-standing technology partnerships with Microsoft and SAP.
Building a new IT support model
To minimize downtime risk and ensure a smooth transition, the service migration was divided into three Transition Project phases, each covering successive support areas and concluding with operational stabilization. This step-by-step approach allowed to gradually offload internal IT teams while maintaining continuity of service.
The project scope included:
- Launch of a 24/7/365 Service Desk – Sii took over ticket handling across both first-line (L1) and second-line (L2) support, resolving most user issues directly at first contact and managing more complex incidents at the next level
- Creation of dedicated language teams – to improve user comfort, Sii established specialized support groups serving employees in French, German, English, Polish, Dutch, and Spanish
- Integration of critical technical competencies – second-line support was expanded to include key technology areas, such as:
- Microsoft 365 (O365) – the primary office productivity platform
- SAP – the system managing business processes
- Security – IT security support critical for a global organization
Additionally, the overall service was complemented with:
- ITIL process development – Sii implemented new Change Management processes and enhanced existing ones (Incident Management, Problem Management)
- Strict SLA and KPI governance – the service was managed under a clearly defined SLA/KPI framework, giving Südzucker’s management full visibility into service quality and the ability to scale the model in line with business growth
Employee satisfaction on an international scale
The new IT support model brought measurable business benefits to Südzucker. By outsourcing services to Sii’s Competency Center, the company optimized costs and freed up internal resources for more strategic initiatives. Employees gained the ability to contact the Service Desk in their native languages, improving comfort and significantly reducing resolution times. Standardized ITIL processes increased operational predictability and system stability, while a transparent SLA/KPI structure ensured continuous quality control. As a result, Südzucker achieved not only a more efficient IT support model but also built a strong foundation for further process optimization and business growth across its international operations.
KEY RESULTS
- L1 and L2 user support delivered 24/7/365
- Multilingual service in six languages: French, German, English, Polish, Dutch, and Spanish
- Up to 80% of tickets resolved at first contact (First Contact Resolution)
- Implementation and development of key ITIL processes: Incident, Problem, and Change Management
- Cost optimization and redeployment of internal resources to strategic business areas