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Rossmann SDP Poland is a leading drugstore chain offering a wide range of high-quality cosmetic, wellness, hygiene, home accessory, and pet food products. The first store was established in 1993 in Lodz. 30 years on and the company has over 1,600 stores in Poland, offering over 21,000 products. The stores and the online shop support around a million customer transactions per day. Rossmann Poland employs 17,000 people.
Before implementing 4me, Rossmann used a self-developed ITSM system. This system was in use for 12 years and supported 17,000 end users. It wasn’t very sophisticated; there were no ITIL-compliant processes or best practices, no automated workflows, no Self Service and no way to approve any processes. End users and specialists were using the same user interface and there were only simple forms for certain service categories that end users would fill out manually. Significantly, the system was only accessible via the local network, so end users couldn’t ask for help if they were not in the office or not connected to the office network.
Rossmann did not have a service catalog, which resulted in a lack of accountability for the provided services. There were no options to use SLA and metrics. Report requirements were prepared case-by-case in an external business intelligence system requiring a lot of time and effort. The lack of KPIs and reporting meant that the team could handle requests but was not able to analyze trends or measure the quality of their services.
The IT team wanted to not only update but future-proof their ITSM solution to drive a greater end user experience and deliver a new and more efficient way of providing IT services to the business and end users. At the same time, they also wanted to offer other departments the opportunity to provide their services in the new tool and create workflows across all departments, resulting in true enterprise service management (ESM).
The Team called an RFP and considered four different IT service management tools.
Adam Modrzejewski, Head of IT Operations at Rossmann, explains: “The most important decision-making criteria were end-user experience, ease of use for specialists, suitable functionality for Rossmann’s requirements, the service level agreement along with its scope, the technical capabilities, the scalability and flexibility of the solution, and of course the cost.”
It was also important that the new solution complied with Regulation 95/46 /EU as a data processor and 2016/679 /EU (GDPR). The solution should also fully support the ITIL terminology & methodology.
Małgorzata Śpibida, IT Processes & Monitoring IT Manager at Rossmann, says: “For the RFP, we had the same scorecard with about 500 available points for all the participating vendors. Based on those points, a comparison was made. 4me received the highest scores for all of the important evaluation criteria.”
“The real-time dashboards and reports in 4me are also great. They help us to continually optimize services and improve end user satisfaction.”
Industry
- Retail
Location
- Poland
Challenges
- Rossmann was looking for a future-proof ITSM/ESM solution to drive a greater end user experience and deliver a new and more efficient way of providing IT services to the business and end users.
Solution
- ITSM, ESM
“The project was a big success. It was completed on time and within budget, and all objectives were achieved. But the true measure of success is the value that 4me has brought to the IT specialists and end users.“
Adam Modrzejewski,
Head of IT Operations at Rossmann
It took just 100 days from the initial “Kick-Off” workshop to the project “Go Live”. The first training sessions were held in June 2021 and the system went into full production in September 2021.
At the outset of the project, 4me trained the Rossmann project team in Polish, which was very useful during the introduction of a completely new tool with new terminology. Once the CMDB had been implemented, 4me also helped train all of the Rossmann IT specialists working with the system.
To create awareness, motivate and explain the new tool and service-oriented approach, the IT team involved more than 300 key users from various departments in the inventory and service catalog design work.
Jacek Kośmider, ITSM Specialist at Rossmann, explains: “We wanted to make absolutely sure that everyone in the organization had the same understanding of things like ‘service’, ‘first-line support’ and ‘second-line support’, and what it means to be a ‘service owner’.”
Jacek: “In the last phase, we introduced the services in 4me and conducted training for our store employees and specialists. The preparation of the documentation and the tests performed by our QA team guaranteed that we were more than ready to go live with the new ITSM tool.”
- Request Fulfillment
- Incident Management
- Configuration and Asset Management
- Service Level Management
- Change Management
Małgorzata: “In the near future, we would also like to implement Problem Management. We want to use all of the ITIL V4 capabilities that 4me has on offer.”
SSO, AD Azure, Azure DevOps, and approximately ten other integrations based on the 4me API.
Similar to 4me, Expertize’s philosophy is to keep things simple and provide as many generic integrations, requiring no extra consulting effort (no code/no consulting), as possible to the 4me community to help automate their processes.
The Go Live phase started with ten stores. After one week, the team added another 100 stores, and after one month, they turned off the previous service desk tool and everyone started working with 4me. From that point on, all store employees, as well as 2,000 employees at Rossmann´s Headquarters, began registering requests in 4me so that their team of 650 specialists could work on resolving them.
Almost every department, from IT to HR, Logistics, and Finance, as well as over 1,600 stores, now works with 4me. In total, 17,000 end users are supported.
Stores use the web and mobile versions of 4me; they log into the system to submit their requests. With 4me, they can take a photo with a mobile in the shop to show what exactly is broken. This saves a lot of time and hassle. In the previous system, they could only work with online forms.
Also, the previous tool was not accessible externally. If someone was in a conference room and there was a problem with the Wi-Fi connection, they had a problem. Now they can just log into 4me’s mobile version, no problem.
Małgorzata is very happy with the results: “Now we can finally measure and evaluate things like end user satisfaction and the number of automatically resolved requests, which is one of the reasons why the implementation of 4me is successful. We see that most of our end users are very happy with the service provided.”
“Since the 4me implementation, we have a full view of the services we provide to our end users. We can track service quality and pursue operational excellence by monitoring key performance indicators. We can improve resolution speed through self-service abilities and work prioritization.”
“All reports, available in 4me, are very detailed and comprehensive. We can easily measure the percentage of automated requests and any other metrics we are interested in. Thanks to the dashboards, we can prepare customized and intuitive views for each user. Starting from the end user all the way to our C-level. And this reporting enables us to make well-informed strategic decisions for the business.”
“Before, we didn’t have the functionality to build any processes; it was all manual work. Workflows in 4me allow us to design every process in our company, even very complicated ones. And with automation rules, we can easily automate those workflows and free up resources to work on optimization and innovation projects. We now have more than 100 standardized and documented processes.”
“Working closely together with our 4me partner EXPERTIZE is a pleasure. Not just because of their optimistic attitude but also their professionalism, excellent knowledge of 4me, and experience with implementing and integrating complex ITSM systems. Together we always find the right solution for every challenge we come up against.”
“4me is always open to ideas and suggestions for further improvements. We spoke with 4me directly about implementing some new functionalities in the tool, such as introducing the Power User, an extra role in the system that gives a person much more visibility without a license. We were involved in the development process.”
Everything started on the IT side of things because Rossmann wanted to change the way IT services were provided, but now almost all departments work with 4me. This has enabled true enterprise service management (ESM) with many workflows running through multiple departments.
Małgorzata: “With the mobile app, we can access ITSM from anywhere in the world to approve a change. Employees that work out of the office also use the mobile app when they drive around to visit stores, for example. Managers use the mobile app on business trips. That way, they can always approve things using their mobile app. It’s just so convenient, resulting in happy users. Moving forward, we want to promote using the mobile version in our stores even more.”
Currently, Rossmann Poland handles 34,000 requests per month from the stores. 10,000 requests per month from office workers and 11,000 requests per month are registered automatically by a service that monitors processes.
“The project was a big success. It was completed on time and within budget, and all objectives were achieved. But the true measure of success is the value that 4me has brought to the IT specialists and end users.“
“I would recommend 4me to other companies looking for a complete service management platform because it provides a modern experience for end users and specialists and enables enterprises to easily automate service requests while monitoring all aspects of service quality.”
Adam Modrzejewski,
Head of IT Operations at Rossmann
