A Pivotal Play
A View From the Cloud Saves Land O'Lakes $2 Million
Why is this a Pivotal Play?
When Land O'Lakes CIO Barry Libenson replaced the dairy company's internally developed IT service system with a cloud-based IT solution, he gained the ability to identify if employee complaints stemmed from human error or technical issues. Armed with this new insight, he recognized that employee operating mistakes accounted for 90% of reported problems in just one business unit. In response, Libenson helped implement more effective employee training, drastically decreasing calls to the help desk and saving the company $2 million.
Land O'Lakes' original internal IT system was developed so employees could log complaints about management software and other applications. However, it was not able to differentiate between the root causes of reported issues. Upon evaluating multiple software solutions, Libenson employed the IT help software ServiceNow, which provided necessary visibility into the company's IT operations. With the cloud-based system, he quickly recognized that the majority of employee complaints were the result of mistakes made when employees were operating the software.
As a result, Land O'Lakes invested in the overhaul of its employee training program, minimizing the need for expensive help desk support and freeing up Libenson's staff for more productive tasks.