Rossmann achieves operational excellence with Xurrent's complete service management platform
“I would recommend Xurrent 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.”
That’s a direct quote from Adam Modrzejewski, Head of IT Operations at Rossmann and current Xurrent customer.
One phrase that stands out is “a complete service management platform.”
Complete is one of Xurrent’s core characteristics (along with Easy and Advanced),
Xurrent is enterprise-ready with ITSM and ESM functionality, plus compliance and security certifications like ITIL V4, SOC 2 Type 2, ISO 27001, and ISO 27018.
Complete is one thing that sets us apart from our competitors, most of whom suffer from one (or more) of the following:
- Basic help desk software that lacks proper ITIL alignment
- Standalone ticketing systems without ESM capabilities
- Simple issue trackers that don’t support complex workflow
This was the case for Rossmann SDP Poland (“Rossman”), a leading drugstore chain, before implementing Xurrent.
From incomplete to complete: a single service management platform for all
Rossmann was looking for a future-proof ITSM/ESM solution to drive a greater end-user experience and deliver a new, more efficient (more complete) way of providing IT services to the business and end users.
Pre-Xurrent, Rossmann ran a 12-year-old, self-developed ITSM system that supported over 17,000 end users.
Needless to say, it lacked sophistication … and “completeness.”
- No ITIL-compliant processes or best practices
- No automated workflows
- No self service
- No way to approve any processes
End users and specialists manually completed forms using the same UI. The platform was only accessible via the local network, so end users could only request support while in the office or remotely connected to the office network.
As if that weren’t incomplete enough, there was no service catalog and no options to use SLA and metrics. Report requirements were prepared case-by-case in an external business intelligence system. And there was no ability to analyze trends or measure the quality of their services.
3 months and 13+ integrations later …
It took just 100 days from the initial “Kick-Off” workshop to the project “Go Live.” Easy.
During those 3 months, Rossman integrated with over a dozen other platforms and services, including SSO, AD Azure, and Azure DevOps, using the Xurrent API.
As someone from the Rossman team shared, “Easy integration was critical to us. We have already developed many integrations based on the Xurrent API, and we really appreciate this capability.”
From there, Rossman was off to the races.
Every department — IT, HR, Logistics, Finance, and over 1,600 stores — currently work with Xurrent. In total, 17,000 end users are supported.
Xurrent is the complete platform
Małgorzata Śpibida, IT Processes & Monitoring IT Manager at Rossmann, is thrilled with the results: “Now we can finally measure and evaluate things like end user satisfaction and the number of automatically resolved requests. We see that most of our end users are very happy with the service provided.
“Since the Xurrent implementation,” he continued, “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.”
Małgorzata and team love the reporting, which, as they say, is “very detailed and comprehensive.” They can easily measure the percentage of automated requests and any other metrics. With dashboards, they can prepare customized and intuitive views for each user — from the end user to the C-suite.
“And this reporting,” shared Małgorzata, “enables us to make well-informed strategic decisions for the business.”
Rossmann Poland now 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.
Now THAT is complete.