Visualize and Optimize IT Service Management Processes End-Toend in Real Time.
Customer Company Size
Large Corporate
Region
- Europe
Country
- Germany
Product
- Celonis Process Mining (CPM)
Tech Stack
- Big Data Analytics
- Process Mining
Implementation Scale
- Pilot projects
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Big Data Analytics
- Analytics & Modeling - Predictive Analytics
- Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries
- Retail
Applicable Functions
- Business Operation
- Quality Assurance
Use Cases
- Predictive Maintenance
- Process Control & Optimization
- Real-Time Location System (RTLS)
Services
- Software Design & Engineering Services
- System Integration
About The Customer
EDEKA Minden-Hannover is a prominent regional company within the German EDEKA corporate group. With approximately 1,550 marketplaces, 1.8 million square meters of retail space, seven production facilities, nearly 67,000 employees, and a turnover of 7.5 billion euros, it is the most profitable regional entity in the group. The company is on a growth trajectory and places a strong emphasis on the performance of its processes, particularly in IT support. The IT Service Desk handles a significant volume of tickets each month, necessitating timely and relevant insights to efficiently process these tickets and maintain smooth operations.
The Challenge
EDEKA Minden-Hannover faced a significant challenge in managing the daily influx of IT service tickets, which included hardware failures and ERP software issues. The IT Service Desk was overwhelmed with around 15,000 tickets per month, making it difficult to identify relationships between individual and systematic errors. The company needed a solution to efficiently process these tickets, uncover optimization potential, and improve workforce planning. The goal was to have a scalable, on-demand visualization of processes to fully exploit the hidden potential of ticket data, thereby optimizing efficiency and reducing costs.
The Solution
EDEKA Minden-Hannover implemented Celonis Process Mining (CPM) to address their IT service management challenges. CPM acts as a real-time search engine for processes, reconstructing as-is processes using digital footprints stored in the company's IT systems. This allows for real-time visualization of processes and quick identification of inefficiencies. The solution provided full transparency, reduced complexity, and increased process quality. EDEKA's IT experts appreciated the scalability of CPM, which allowed for customized filters and detailed analysis down to individual tickets. This newfound analysis efficiency benefited EDEKA retailers by reducing solution times for IT errors.
Operational Impact
Quantitative Benefit
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