CDW and Premier Foods Service Desk Integration Case Study

This case study outlines the collaboration between CDW and Premier Foods to enhance the efficiency of their IT service desk operations. Premier Foods, a prominent British food manufacturer, faced challenges with their manual ticket-raising processes that hindered effective communication between their service desks and CDW. To address these issues, CDW proposed the implementation of a cloud-native integration platform, ONEiO, which streamlined communication between the two systems. The solution eliminated manual processes, reduced the risk of human error, and improved ticket resolution times. The integration was executed without downtime, allowing for a smooth transition to the new system. The outcome has been a significant improvement in operational efficiency, with automated processes providing clear visibility of IT fixes and freeing up internal resources for other activities. The successful deployment of the ONEiO solution has strengthened the partnership between CDW and Premier Foods, paving the way for future collaborative opportunities.