Visualize and Optimize IT Service Management Processes End-Toend in Real Time.
公司规模
1,000+
地区
- Europe
国家
- Germany
产品
- Celonis Process Mining (CPM)
技术栈
- Big Data Analytics
- Process Mining
实施规模
- Pilot projects
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 大数据分析
- 分析与建模 - 预测分析
- 功能应用 - 企业资源规划系统 (ERP)
适用行业
- 零售
适用功能
- 商业运营
- 质量保证
用例
- 预测性维护
- 过程控制与优化
- 实时定位系统 (RTLS)
服务
- 软件设计与工程服务
- 系统集成
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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