Lexmark continued its digital transformation from the traditional Shared Services Center (SSC) model to a Global Business Services (GBS) group. A unified governance of activities by end-to-end processes would set Lexmark up for a more agile and sustainable future.
However, Frustrating complexities were hindering transformation and agility.
Under the leadership of Vincent Lacour, Global Business Services - Digital Transformation Director at Lexmark, the GBS unit accelerated its digital transformation to shift toward value creation. A unified governance of activities by end-to-end processes would set Lexmark up for a more agile and sustainable future. And this is where process digitization came into play.

Frustrating Complexities Hindering Transformation & Agility
To position itself for digital transformation, Vincent knew that Lexmark and the GBS team had to focus on:
- critical data and analytics initiatives,
- hyper-automation,
- process digitization,
- user experience,
- employee data literacy.
However, to get there, they were faced with critical questions such as:
- How can agility be achieved in an evolving market?
- How can Lexmark pivot when faced with volatility?
- How can automation of data improve the employee experience?
- How can simplification of data transform customer experience?
- How can optimization of data increase cost-savings and profits?
Improved Processes Lead To Enterprise Transformation
ins-pi had already guided Lexmark to create an Enterprise Digital Twin with their proprietary solutions UPM-X and Designer, built on the ServiceNow platform.
With an accurate real-time model to help them confidently make business decisions, Vincent and his GBS team now looked to ins-pi’s Designer to help them model process changes across their entire enterprise. Designer offered Vincent and his team:
- One-click installation
- Single source of truth
- Secure confidence
- Real-time modeling and diagramming
Benefiting Positively Across the Business Processes
After digitizing its processes through Designer, Lexmark is now benefiting positively across its entire business processes with:
- Engaged Employees
- Confident Decisions
- Sustainable Future
- Agile Innovation
- Satisfied Customers
- Decreased Cost

If you want to see how Vincent Lacour and his team used process digitization with in-depth examples, watch our on-demand webinar here.
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