At a Glance
Cargill operates in over 70 countries supplying food, agriculture, financial and industrial products and services to the world. Microsoft recently announced the end of life for Skype for Business · Cargill partnered with TCS & Sensiple to design a new way to access IT service support and re-engineered it on Microsoft Teams powered by Tryvium. It led to a connected, intelligent, and secure employee support experience that integrated collaboration, IT service management and enterprise communication into one platform.
The Challenge: Modernizing IT Support Without Disruption
With Skype for Business approaching end of life, Cargill needed to modernize its IT support operations while ensuring uninterrupted service for employees worldwide. The organization wanted to move to Microsoft Teams without disrupting existing IT workflows or compromising the employee experience.
Cargill set out to:
- Transition seamlessly from Skype for Business to Microsoft Teams.
- Integrate Microsoft Teams with its existing BMC Helix ITSM platform.
- Deliver real-time employee support directly within Teams.
- Connect employees to the right support teams faster through intelligent routing.
- Enable multilingual conversations across its global workforce using Microsoft Translator.
- Maintain enterprise-grade security within its Microsoft Azure environment.
Cargill required a platform that could modernize employee support while preserving existing IT investments, improving operational efficiency, and providing a scalable foundation for future growth.
The Solution: A Connected Employee Support Platform
Tryvium was deployed within Cargill’s Azure tenant as a Microsoft Teams-based employee support platform, providing a secure and scalable foundation for modern IT service delivery.
Rather than introducing another support application, Tryvium brought employee conversations, collaboration, and IT service management together inside Microsoft Teams. Through seamless integration with BMC Helix ITSM, employees could receive support while agents created, updated, and managed service requests from a single workspace.
What this unlocked for Cargill:
- Native employee support within Microsoft Teams.
- Seamless integration with BMC Helix ITSM.
- Intelligent routing that connected employees to the right support teams faster.
- Multilingual employee support powered by Microsoft Translator.
- A centralized agent workspace with complete conversation and ticket visibility.
- Enterprise-grade security built on Microsoft Azure.
The Employee Experience, Reimagined
Employees could initiate support through an intuitive Visual IVR chatbot that guided them to the appropriate service team before intelligently connecting them with the right live agent whenever additional assistance was required.
Employees benefited from:
- Real-time queue visibility and wait-time updates.
- Secure file sharing with support agents.
- Multilingual conversations through Microsoft Translator.
- A familiar Microsoft Teams experience for every support interaction.
The Agent Experience, Transformed
Support agents gained a unified workspace that simplified every stage of the support process. Instead of switching between multiple applications, agents could access conversations, employee context, and BMC Helix tickets from one interface.
Tryvium enabled agents with:
- A 360-degree employee view for better context.
- Seamless BMC Helix ticket creation and management.
- Automatic chat transcript synchronization.
- Intelligent routing and canned responses for faster resolutions.
- Microsoft Teams collaboration for efficient issue resolution.
The result was a more productive service desk with faster response times and improved employee experiences.
What Tryvium Delivered
By modernizing IT support with Tryvium, Cargill successfully transitioned from Skype for Business to Microsoft Teams while creating a connected, secure, and scalable employee support platform built on Microsoft Azure.
Tryvium delivered measurable value across the organization:
Seamless migration
Successfully transitioned from Skype for Business to Microsoft Teams
Streamlined IT service delivery
Unified employee support within Microsoft Teams
Faster issue resolution
Intelligent routing and integrated BMC Helix workflows reduced resolution times
Improved agent productivity
Centralized workspaces and automation increased service efficiency
Strengthened enterprise security
Azure-native deployment with enterprise-grade governance and compliance
Looking Ahead
We have built a connected, intelligent employee support ecosystem that brings Microsoft Teams, BMC Helix ITSM, AI-Powered intelligent routing and enterprise security into one experience. To that end, Cargill is positioned well for the next phase of its digital workplace evolution by enabling faster access to support for employees and providing service teams with tools for more efficient resolution.
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