Total IT Global

Dispatch and FTE Support that involved 260+ sites across 53 countries and 4 continents, for a global leader in the beverage industry


Dispatch and FTE Support

No. of Sites

260+ sites in 53 countries (APAC, EMEA, North America, and LATAM regions)

No. of Users


About the Client

A global leader in the beverage industry.


  • Global beverage company with massive workforce and strict governance and protocols. Service delivery to offices spread globally, in 260+ sites across 53 countries, including corporate, manufacturing, sales, warehouse etc.
  • 66+ FTEs and dispatch resources had to be aligned in a short period of time, simultaneously for all sites, to execute the transition within a timeline of 6 weeks. Specific adherence to TUPE guidelines in one of the EU countries complicated it further. Onboarding client referrals for incumbent hiring, negotiating and meeting their expectations was also a factor.
  • Need for country-based Background Verification (BGV) checks for criminal records, police clearance etc. for all resources, including remote sites, under stringent timelines, to ensure timely onsite access.
  • Critical integration of Client’s existing ServiceNow ticketing tool with Total IT Global’s ITSM tool to receive service/incident requests was an immediate need.
  • Training support for 260+ sites and lack of single line of management to coordinate onshore and offshore requirements with multiple POCs.

Solution & Visible Results

  • Structured planning and dedicated Project Management and Delivery team was deputed for the successful transition and onboarding, which set up a strong foundation for seamless execution in a centralised and controlled manner for 260+ locations, across 53 countries. A dedicated SDM was deployed onsite for smooth coordination and project implementation, with complete compliance to governance protocols.
  • Undertook incumbent and TUPE hiring, and deployed BGV cleared resources as per requirements within 6 weeks, adhering to local Labour Laws and regulatory compliances, for efficient knowledge transfer and seamless transition.
  • Timely and successful integration of Client’s ServiceNow application with Total IT Global’s ITSM ticketing tool.
  • Solutioned a customised SLA with 4 hours TOT (Time-on-Task) to service multiple tickets in every visit, for Dispatch sites, delivering cost efficiencies.
  • Provisioned resources with apt skillset for all locations, ensuring all requisite compliances were met.