Hain Celestial builds a global tier 1 IT service desk with Infosys BPM

Don Boonvisudhi, IT Support Manager at Hain Celestial Group, shares his perspective on transforming their Tier 1 tech support in partnership with Infosys BPM. By transitioning first line services, Don and his team freed onsite staff to focus on critical local issues while significantly improving SLA times, expanding global coverage (including German language support), and strengthening documentation, analytics, and reporting. With Infosys BPM as a proactive partner, Don highlights how a strong Tier 1 foundation and shift left approach have unlocked new efficiencies across Hain Celestial’s IT landscape.