Solutions

  • Products
  • Use Cases
  • Industries
HR and IT
  • WHITE PAPER
  • HR and IT better together
  • Boost productivity and attract quality talent with great employee experiences.
Healthcare Security
  • WHITE PAPER
  • Healthcare security 101
  • Drive clinical excellence and improve care outcomes with a connected system.

Platform

Now Platform New York Release
  • BROADCAST
  • Now Platform New York Release
  • New desktop and native mobile capabilities make everyday work simple and easy.

Customers

Now Creators
  • CUSTOMER SUCCESS
  • Now Creators
  • Gain recognition and reach new career heights.

Explore

Value Calculator
  • VALUE CALCULATOR
  • Live up to your potential
  • Determine the untapped value across your entire business in just 60 seconds.
GRUMA uses ITSM on the Now Platform
GRUMA logo

GRUMA elevates food production with streamlined processes and improved service

< 8

Months to complete global implementation

25%

Improvement in processes

3 persons

Optimized resources help ensure better response times

GRUMA sought to unify workflows and processes to enhance food production and service. Using ServiceNow, the tortilla manufacturer has a single platform on which to automate workflows and IT; thereby, improving response times and service to customers.

GRUMA nourishes the heart of Mexico and the world, valuing excellence in food production and service
As a major producer of corn and flour tortillas, as well as wheat flour and its derivatives, GRUMA knows that great food and excellent customer service are key to its success. As a global company, present in 112 countries around the world, GRUMA was challenged with how to unify and automate its IT workflows in order to provide the level of service needed for continued success.

Knowing the importance of creating positive experiences for both customers and employees, GRUMA began to search for an innovative and tailor-made platform to meet its needs.

ServiceNow automates processes and enhances productivity for the GRUMA team
The intuitive and automated solutions offered by ServiceNow provide what GRUMA needed to help increase productivity and improve business processes. ServiceNow solutions make work processes better and are designed to:

  • Optimize tasks
  • Improve workflows
  • Automate IT, human resources, customer service, and safety processes
  • Help increase satisfaction levels for both employees and customers

Erika Téllez, IT Services Manager at GRUMA shares, “We focused on automating all of our services, and in ServiceNow we found what we were looking for: a single platform that adapted to the processes we already had in place.”

GRUMA
GRUMA
CUSTOMER
GRUMA
HEADQUARTERS
San Pedro, Monterrey, Mexico
INDUSTRY
Manufacturing
EMPLOYEES
20,500

The adoption of the ServiceNow solution was a natural process for all involved.

Erika Téllez

IT Services Manager

Initial success with ServiceNow leads to global rollout
The implementation of the Now Platform was divided into two stages. The first stage focused on customer service in the United States to help ensure high customer satisfaction levels.

Following the successful implementation of phase one, the second stage was deployed which focused on unifying the platform on a global scale and minimizing ticket resolution times.

The global implementation of the Now Platform was achieved in less than eight months. Thanks to the expedited adoption of ServiceNow, indicators at GRUMA’s 75 plants around the world improved, driving savings of both time and resources, and easily adapting to the organization’s requirements.

GRUMA achieves goals to optimize resources and improve response times with ServiceNow
Since adopting ServiceNow, GRUMA has successfully reduced its response times, streamlined processes by communicating seamlessly and directly with the corresponding business areas, and helped ensure full tax compliance.

“Thanks to the Now Platform, our processes have improved by 25%, optimizing resources and helping enable better response times,” says Erika.

The platform’s mobility and the added ability to access solutions from any mobile device are just a few of the tangible benefits. “The Now Platform has helped enable us to work remotely and using the application we can approve processes at any time, from anywhere, and on any device.”

Download PDF

ServiceNow IT Service Management

ServiceNow IT Service Management

Explore the solution that helps GRUMA improve process efficiency by 25%.

More stories

Case study

INTERVIAL drives digital transformation forward

INTERVIAL supports government initiative to alleviate traffic congestion at toll plazas with help from ServiceNow

Case Study

Owens-Illinois replaces aging IT ticketing system

Owens-Illinois creates 100s of custom business apps with ServiceNow low-code/no-code development

Case Study

TAL Apparel achieves customer service excellence

TAL Group chose ServiceNow to efficiently and effectively manage technology services

Get started with ServiceNow

Ready to become a success story?

Thank You

Thank you for submitting your request. A ServiceNow representative will be in contact within 48 hours.

form close button

Contact Us

I would like to hear about upcoming events, products and services from ServiceNow. I understand I can unsubscribe any time.

  • By submitting this form, I confirm that I have read and agree to the Privacy Statement.