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Case Study: Dr Pepper Snapple Group Partners With HCL To Drive Greater Service Centricity

Case Study: Dr Pepper Snapple Group Partners With HCL To Drive Greater Service Centricity

DPSG Inc. (formerly Cadbury Schweppes Americas Beverages) is an American soft beverages (non-alcoholic) drink company, which was spun off from Britain's Cadbury Schweppes. It is one of the largest beverage companies in the Americas which manufactures, markets and distributes more than 50 brands of carbonated soft drinks, juices, ready to drink teas, mixes and other premium beverages across the United States, Canada, Mexico and the Caribbean. Their diverse portfolio includes Dr Pepper, Snapple, 7UP, Mott’s, A&W, Sunkist Soda, Canada Dry, Hawaiian Punch, Schweppes, Peñafiel, Squirt, Clamato, Mr & Mrs T Mixers, Rose’s, Yoo-hoo and other consumer favourites.

With most applications on old technology platforms and no archival strategy for application data, DPSG was facing severe performance issues. To add to this were issues in vendor support and the absence of a track mechanism for EDI invoice services. They also needed to introduce an Integrated Business model through handheld device usability and Legacy apps modernization.

HCL deployed its ALT ASM™ proposition at DPSG. As part of the engagement HCL created a Business Aligned Target Operating model, that would ensure an integrated focus on business and IT issues. HCL also linked the application landscape with the business processes of DPSG through its path breaking Prizm™ tool. This empowered HCL personnel to proactively kill incidents and impact business performance.

HCL went beyond the traditional ASM contract to proactively reduce incidents by 60%, while creating tremendous business value through everyday ideas.

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