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RaiaDrogasil Taps Kyndryl to Transform IT Management with ServiceNow

Feb. 24, 2022

Kyndryl helps leading Brazilian pharmacy chain harness automation to improve business quality and expansion

São Paulo, Brazil, February 24, 2022 – Kyndryl, the world’s largest IT infrastructure services provider, and RaiaDrogasil, the leading Brazilian pharmacy chain, announced an agreement to enhance IT efficiency across more than 2,500 drugstores by implementing ServiceNow technology. The agreement enables RaiaDrogasil to expand automation to speed IT troubleshooting and free up employees to focus on higher value tasks in support of the company’s business growth.

With 11 distribution centers and presence in 400 cities in Brazil, RaiaDrogasil has a robust expansion strategy to increase capillarity of physical stores and expand operation of its e-commerce platform. The growth of the retail network in recent years has led to more technology being integrated into the daily employee experience and, in turn, the need for more agile IT processes that can help employees spend less time troubleshooting.

With Kyndryl's support and deep expertise in Digital Workplace services, RaiaDrogasil has successfully implemented the ServiceNow IT Service Management (ITSM) platform, enabling the company to automate many of its routine IT requests. Skills to create and manage these new digital workflows are in high demand, as companies are looking to offer a more agile and productive technology experience to its workforce.

Through offering self-service ticketing capabilities to more than 5k employees, common issues such as support for computers and in-store hardware, software installation, and IT troubleshooting can now be quickly resolved through a single point of contact on the platform. Previously, employees had to rely on e-mailing or calling the IT department for such requests. Now, they have more time to focus on higher value tasks that can build customer satisfaction and loyalty.

To complete the implementation, RaiaDrogasil relied on Kyndryl’s expertise to manage the platform's catalog reviews, enabling updates in the tool as new IT support services are needed. Within one year of deployment, the drugstore chain has increased IT productivity and reduced incident response time, reaching the milestone of 1 million tickets on the platform. The next step is to carry out new integrations of internal applications to ServiceNow, for a simplified management of other areas of the retail chain operations.

RaiaDrogasil counts on technology as strong ally to strengthen its healthcare ecosystem strategy for its customers. With Kyndryl and ServiceNow, the drugstore chain provides a digital experience to employees in their work environment so that results in better services to its customers. Another strong point in using the platform is that, in addition to saving time, users have a better experience with the team.

“Automation is critical to propelling enterprise digital transformation,” said Frank Koja, Managing Director, Kyndryl Brazil. “RaiaDrogasil continues to trust Kyndryl’s deep expertise in Digital Workplace services to accelerate its transformation to meet the needs of an increasingly digital market. By helping them embrace advanced automation technology like ServiceNow, they can greatly improve the value they bring to customers and drive new avenues of business growth.”

“ServiceNow is the largest service management platform in the world. With automation and customizable and scalable analytics, we can extract insights for the specific needs of each of our customers. For a volatile market like retail, this is a big differentiator,” said Bruno Braga, Sales Director, ServiceNow.

About RaiaDrogasil

RD – Gente, Saúde e Bem-Estar was formed in 2011, through the merger between Droga Raia and Drogasil, which combine more than 200 years of history in the Brazilian pharmaceutical retail. With the purpose of “taking care of the health and well-being of people at all times of life,” the group has been accelerating its health strategy since 2020, with startups acquisitions and the launch of Vitat, an ecosystem of comprehensive health that promotes services and programs focused on healthy eating, exercise, sleep, mental health and health promotion. The group also owns its own brands Needs, Vegan by Needs, Nutrigood, Triss and Caretch. With a presence in all Brazilian states, the company has 2,500 pharmacies throughout the country and plans to open 260 pharmacies in 2022. In its ESG (environmental, social and governance) strategy, RD's goal is to be the company that most contributes to a healthy society in Brazil, with actions divided into three main pillars: Healthier People, Business and Planet. DR is still a signatory to UN Women (and the Seven Principles of Women's Empowerment); founding member of the Business Network for Social Inclusion (Reis); member of the Movement for Racial Equity (Mover); the Business and LGBTI+ Rights Forum; and the Women on Board.

About Kyndryl

Kyndryl (NYSE: KD) is the world’s largest IT infrastructure services provider. The company designs, builds, manages and modernizes the complex, mission-critical information systems that the world depends on every day. Kyndryl’s nearly 90,000 employees serve over 4,000 customers in more than 60 countries around the world, including 75 percent of the Fortune 100. For more information, visit www.kyndryl.com.

About ServiceNow

ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloud‑based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine.  For more information, visit: www.servicenow.com.