Retail Operations Transformed with ServiceNow
Тhe Biedronka Success Story
A leading retailer partnered with us to implement a digital transformation strategy to automate, centralize, and integrate store operations, enabling them to efficiently manage the growing demands of their expansive store network.
About Biedronka
Biedronka is one of Poland’s most prominent food retail chains:
- 14th largest food retailer in Europe
- Operating over 3,500 stores
- Employing more than 100,000 people
The company is the flagship brand of Jerónimo Martins, a multinational group specializing in Food Distribution and Specialized Retail. Jerónimo Martins operates five distinct brands globally, with Biedronka representing its largest and most influential business segment.
In 2024, ITCE completed a massive ServiceNow rollout spanning more than 3,500 Biedronka stores across Poland.
Challenges
With its huge store operations scale and the growing number of service tickets, Jeronimo Martins encountered a few key areas that required attention:
Cost Management
High costs associated with store assets, labor, and support.
Incident Management
Over 1 million store incidents annually and multiple inefficient tracking tools.
Equipment Reliability
Occasional store operation interruptions related to equipment failure.
Service Assignment Efficiency
Prolonged resolution times due to the manual assignment of field agents.
Key Achievements
Automated notifications and issue redemption
Empowering employees to detect and resolve potential issues before they escalate.
Full asset lifecycle management
Provided visibility over all hardware assets and enabled comprehensive tracking of their location, condition, and vendor engagement from procurement to disposal.
Cost savings & asset reliability
Implemented service cost management and planned preventive maintenance.
Now Mobile & ServiceNow Agent
Significantly improved the digital experience for both customers and employees, with the ability of asset scanning via mobile devices.
The Impact
- Cost Savings Through EfficiencyBy consolidating tracking tools and preventing outages, organizations reduced costs and improved operations significantly.
- 70% Faster Incident SubmissionAn integrated solution enabled employees and field agents to submit incidents quickly and efficiently.
- 50% Quicker Field AssignmentsPlanned maintenance and precise agent assignments reduced service time and improved efficiency.
- 30% Accelerated Incident ResolutionPush notifications and automated calls via NowMobile sped up response and resolution times.
Wojciech Polak
„Having roughly around 45,000 maintenance incidents every month, the process needs to be very well automatized and run in a seamless way that can be addressed directly to vendors and to people within the process to make sure that the delivery is on time and the quality is there. At the end of the day, this is supposed to be a win-win solution.“
Technical Director at Biedronka, Poland
We don’t just implement solutions, we transform businesses.
From planning and design to implementation, training, and adoption – ITCE can support your organization through every phase of digital transformation. We ensure high-quality deployments while empowering your teams to fully realize the ServiceNow platform’s value.
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