Dansk Supermarked A/S
Customer Snapshot: Overview
Over 1,200 stores serving millions of people in Denmark, Germany, Poland and Sweden
Approximately two million customers a day shop for food and household items at stores operated by Dansk Supermarked. Most of them probably don’t think about the information technology that helps make their shopping experiences enjoyable, and Dansk Supermarked uses the SAP Solution Manager application to help keep it that way.
Dansk Supermarked A/S
DKr55.6 billion (€7.45 billion)
Number of Employees
Line of Business
Sales, Service, Supply Chain
SAP Business Warehouse, SAP Customer Relationship Management (SAP CRM), SAP ERP, SAP Solution Manager, SAP Supply Chain Management (SAP SCM)
Customer Snapshot: History
Sometimes SAP users need assistance with software because they are new to an application or experiencing some other difficulty. The retail chain had been outgrowing their existing information technology service management (ITSM) system. They turned once again to SAP for a new solution to ensure fast, effective incident resolution for software users throughout the organization.
Finding the key in SAP Solution Manager.
The Dansk Supermarked team reviewed and evaluated both cloud-based and on premise IT service management solutions from five vendors. Some vendors were disqualified because their software required service technicians to use multiple screens for trouble ticketing. Others were not chosen because they didn’t integrate smoothly with Dansk Supermarked’s existing SAP software, which the company had already chosen as the primary platform for their business operations.
Dansk Supermarked chose SAP Solution Manager because it met all the company’s technical requirements. The choice among competition.
Furthermore, as an existing customer, Dansk Supermarked discovered they were eligible for SAP Enterprise Support services, meaning an SAP Solution Manager implementation would not add any licensing fees.
Enter SAP: The SAP Experience
Less Than 2 Months, and ITIL Compliance
Dansk Supermarked personnel teamed up with SAP developers to configure SAP Solution Manager to match the company’s internal operation. SAP was able to replace the previous ITSM tool in less than two months with a standard, preconfigured process for incident and service requests. Furthermore the SAP solution complies with Information Technology Infrastructure Library (ITIL) standards. The standards are a practical, no-nonsense framework for identifying, planning, delivering, and supporting IT services.
Better Business: Benefits
The problem management feature helps IT staff resolve root causes of incidents. For example, if a service team member notices multiple occurrences of related problems, he or she can use the software to create one master incident, and then link the related problem tickets to that incident. The problem manager can then investigate related tickets, look for root causes, and recommend solutions. This feature allows service teams to improve service responsiveness through automation and notification.
Better Business: Run Simple
Employees in Dansk Supermarked stores benefit from the improved reliability of the software they use. Proactive troubleshooting helps improve system uptime and minimizes service interruptions. This allows store employees to devote more of their time and attention to meeting the needs of customers.
Reacting faster to customer needs.
More Product Deployments Around the Corner
Dansk Supermarked plans to continue deploying additional features of their SAP Solution Manager software, such as change management functionality. The company’s new application lifecycle strategy will also rely on customer surveys, in which store personnel will be asked about their experiences with the IT service team. The retailer hopes to measure user satisfaction and identify areas for potential improvement.