Jeronimo Martins is a leading European retail chain, with an extensive network of brick-and-mortar stores across multiple countries, as well as a strong presence in e-commerce. Their flagship brand is Biedronka, one of Poland’s largest retailers and the 14th largest food retailer in Europe. With more than 3,500 stores and 100,000 people employed by the company, in 2024, ITCE completed a massive ServiceNow rollout across all its stores.
Jeronimo Martins partnered with ITCE 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.
Main challenges
Handling more than half a million incidents annually across thousands of stores, Biedronka faced critical operational inefficiencies. Equipment failure led to frequent store operation interruptions, which also led to high costs for stores’ assets, labor, and support. Managing incidents was complex, with multiple inefficient tracking tools and slow manual assignment of field service agents, which led to prolonged resolution times.
Together with ITCE, Biedronka embarked on a digital transformation journey with a clear goal of accelerating incident submission and resolution, improving asset reliability, optimizing service costs, and elevating the digital experience for employees and customers alike.
Innovative solutions delivering results
The comprehensive rollout of ServiceNow solutions across all 3,500+ stores brought a range of powerful capabilities:
Automated Notifications & Issue Resolution
Early detection and automatic repair of issues before they escalate reduced the overall downtime.
Full Asset Lifecycle Management
Complete visibility and control over hardware and software assets from procurement to disposal ensured better resource utilization.
NowMobile & NowAgent App
Field agents and employees were empowered with mobile tools for getting help across departments and receiving push notifications regarding their requests and incident locations.
Planned Preventive Maintenance & Cost Management
Scheduled inspections and contracts management reduced equipment failures and optimized support expenditures.
Seamless Integrations
Synchronization with SAP, Azure, and vendor APIs ensured consistent master data management and secure information flow tailored by country and business unit.
Biedronka achieved remarkable operational improvements:
Incident submission became 70% faster thanks to consolidated, user-friendly tools.
Field service assignment efficiency improved by 50%, ensuring the right expertise reaches the right place promptly.
Incident resolution accelerated by 30% through push notifications and automated communications.
Approximately €1.2 million in yearly cost reductions by consolidating tools and preventing outages.
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
Long-term partnership – the recipe for future success
At the heart of every successful project lies a strong and evolving partnership. To stay ahead requires a forward-thinking approach.
Our collaboration with Biedronka didn’t end with the implementation of ServiceNow solutions, it marked the beginning of an ongoing relationship focused on continuous improvement and innovation.
- Our dedicated team remains available to address any issues and to answer questions.
- We offer ongoing trainings tailored to the needs of Biedronka aiming for continuous improvement and keeping the team up to date with the most recent updates of the ServiceNow platform.
We are proud to call ourselves a partner of Jeronimo Martins and be a part of this rapidly evolving retail landscape, shaping together the next generation of retail operations.