With the introduction of Celonis Process Mining, Edeka can now analyze processes in real time and remove friction for constant operational acceleration.
As one of the largest regional companies in the German EDEKA group, EDEKA Minden-Hannover keeps a watchful eye on the performance of its processes. The daily flood of tickets arriving at the IT Service Desk, from the failure of hardware to problems with the ERP software, can only be processed efficiently with timely and relevant insight into how this process is actually executed. With the introduction of the Celonis Process Mining, the corporate group can now analyze processes in real time.
The advantage is that incidents can be solved quickly and critical deviations corrected before they become problems.
With about 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, EDEKA Minden-Hannover is the most profitable regional company in the German EDEKA corporate group.
EDEKA Minden-Hannover is on a growth trajectory, and to keep it that way, rapid processes, particularly in IT support, are their focus. IT support cannot keep retailers waiting weeks for their problems, for example with the POS system, to be solved. But the challenge is immense. Every month around 15,000 tickets are generated from the entire corporate group, in which retailers, major customers, and logistics staff, report problems and faults with software and hardware.
Given the ever-increasing volumes of data, members of the IT Service Desk lacked a current and readily available overview. Identifying the relationships between individual and systematic errors and uncovering optimization potential was both difficult and time-consuming.
"Celonis Process Mining is a real-time search engine for processes."
The EDEKA regional company was looking for an easy-to-handle software solution. The aim was scalable on-demand visualization of processes to fully exploit the hidden potential of the ticket data, for optimizing the efficiency and thereby costs of the process. The solution had to meet the following requirements:
Quick identification of main sources of error and critical deviations from the to-be processes
Better workforce planning based on the number of incidents in a given period
Support for the standardization of the process
"The biggest advantage of Celonis is how much time the analysis saves."
“With CPM, the explorative analysis of root causes has become a lot simpler and is more convenient than before”, says Michael Dannenberg, Head of IT Process Coordination / User Service at EDEKA Minden-Hannover. “Individual analyses can be provided with only a few mouse clicks.” As a result the data analysts at IT Service Management don‘t have to wait for days or weeks for analysis results. “You can see exactly what is happening live in the system,” says Dannenberg, and adds:
"The newfound analysis efficiency above all profits the EDEKA retailer, who no longer needs to get frustrated about IT errors and can instead look forward to reduced solution times."