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.

Author: Upland Software
Reviewed by: Rachael Trickey