Case Study: Nestlé Resolved 80% of IT Incident Tickets With Upland Software

The Challenge

Nestlé needed to support thousands of IT users in the UK and Ireland, with continuously high inbound support volume and a critical need to improve customer experience.

The organization aimed to shift away from traditional ticket-based support by streamlining self-service capabilities, anticipating demand, and reducing pressure on IT teams. Key priorities included minimizing incident creation, maximizing self-service usage, and ensuring users received fast, accurate information

The Solution

Nestlé deployed RightAnswers, a robust knowledge management platform, pairing custom portals and admin tools with deep ticketing integration.

Working closely with the RightAnswers team, Nestlé conducted a health check and undertook KCS (Knowledge Centered Service) training to establish best-practice processes.

The upgraded solution included branded experiences, live service status updates, digital access tools, and ongoing reviews, ultimately delivering a tailored, scalable self-service environment for both end-users and agents.

The Results

Nestlé’s revamped approach delivered real results:

• Over 5,000 users access enhanced self-service each month, easily finding answers and raising new requests independently.
• 80% of IT incident tickets are now resolved at first level, eliminating the need for traditional desk calls for most users.
• Effective demand prevention through proactive content and intuitive portals resulted in significant cost savings and higher end-user satisfaction.
• Continuous improvement is fuelled by virtual KCS community engagement, regular expert reviews, and integration of industry-leading knowledge article libraries.

This blog post has been re-published by kind permission of Upland Software – View the Original Article

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About Upland Software

Upland Panviva is an industry leading knowledge management platform designed to allow your teams to easily access, create and manage knowledge across your organization to give users actionable answers in their moment of need.

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Author: Upland Software
Reviewed by: Rachael Trickey