24/7 Service Desk
Chobani, LLC, produces high-quality, authentic yogurt made with only natural, non-GMO ingredients at production facilities in New York, Idaho, and Australia. Chobani products are available nationwide in the U.S., Mexico and Australia, and in countries in Asia and Latin America.
As the maker of America's No. 1-selling Greek Yogurt brand and the second-largest yogurt manufacturer in the U.S., Chobani employs well over 2,000 people in a wide variety of roles across multiple locations. Chobani continues to grow exponentially year over year, yet they still operate with a “small craft company” mindset. That philosophy centers on providing better products to all people and stretches across every department in the organization, including Information Technology (IT). The IT organization strives to offer a quality customer experience to more than 2,000 end-users.
24/7 Service Desk
Chobani initially operated an in-house IT Service Desk during normal business hours. Requests and incidents that occurred after traditional business hours escalated to on-call Level II and Level III engineers. As Chobani continued to grow, these engineers began to feel the strain of handling tickets with little time to work on strategic projects.
Motivated by the strain caused by gaps in coverage, Chobani began searching for a partner that could operate as a single Point of Contact (PoC) during off-shift hours. Additionally, they needed that partner to function as a seamless extension of their IT team. In July 2016, they began their partnership with Contegix for off-shift, IT Service Desk.
Almost immediately, Chobani experienced the benefit of the Contegix Service Desk solution. Contegix analysts developed and enhanced a comprehensive and fully transparent knowledge base, which allowed tickets to be resolved efficiently and cost-effectively. With Contegix handling after-hours incidents and requests, their engineers became available to work on projects that provided positive impact to their business.
As the partnership between Chobani and Contegix matured, Chobani inquired about outsourcing their IT Service Desk completely to Contegix. Within their own internal Service Desk, Chobani lacked the comprehensive business insights that they received from Contegix’s standard monthly reporting packages. Less than one year after beginning their partnership, Chobani expanded to 24/7 Service Desk with Contegix.
Today, the Chobani IT organization functions more efficiently and strategically, allowing them to keep up with the fast-paced growth of the company.