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International retailer gains efficiency and revenue with best-in-class ITSM

  • 20% Increase in first-call resolution

    20%

    increase in first-call resolution

  • 300% Rise in self-service adoption

    300%

    rise in self-service adoption

  • Strong ITIL® alignment

    Strong

    ITIL® alignment

Business Challenge

With revenues of more than $3 billion USD, Mercator Group operates dozens of companies and businesses across Southeastern Europe powered by nearly 900 servers, 2,600 network devices, 2,200 PCs, and 3,400 point-of-sale (POS) systems. As it outgrew legacy IT service management (ITSM) systems, the company sought to transform IT into a modern operation aligned with ITIL® best practices.

BMC Solution

Mercator chose BMC to help drive its IT transformation based on several factors including out-of-the-box support for ITIL; BMC’s consistent placement in the Gartner leaders’ quadrant for ITSM solutions; and the proven reputation and stability of BMC Software as a technology provider.

Business Impact

BMC solutions have helped Mercator mature its ITSM capabilities across the enterprise, with particular emphasis on service desk, performance and availability monitoring, change management, and release management.
  • The number of tickets submitted through a self-service portal has risen from 25% to 75%, freeing up agents’ time and increasing productivity.
  • First-call problem resolution in Slovenia increased 20% in the first six months.
  • BMC solutions power an internal business unit to sell IT consulting services and solutions, creating a new revenue stream for the company.
  • Consolidated monitoring and proactive resolution enable staff to head off problems before they affect users and business services.
  • Standardized ITIL processes and categorizations have improved service desk efficiency and performance assessment.
  • Automated discovery provides a centralized repository of configuration items, enabling faster problem resolution and informed purchase decisions.

"Apenas hemos comenzado la transición hacia nuestro objetivo de estandarización y optimización de procesos de TI y ya hemos obtenido importantes ventajas".

— Damir Suban, gestor de proyectos en Mercator

Let's discuss your transformation

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Featured offerings:

Atrium Configuration Management Database (CMDB)

Fuente de referencia de confianza para los componentes, sistemas y servicios de TI que conforman su negocio y sus entornos de TI.

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Discovery (ADDM)

Automatic discovery of data center inventory, configuration, and relationship data

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Remedy Service Management Suite

Innovadora plataforma de gestión de servicios creada de forma nativa para móviles con una experiencia de usuario intuitiva, atractiva y centrada en las personas

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Un "líder reconocido" por tercer año consecutivo

Gartner Magic Quadrant names BMC a leader in IT Service Support Management Tools
Gartner Magic Quadrant names BMC a leader in IT Service Support Management Tools
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