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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 Solutions
SAP Business Warehouse, SAP Customer Relationship Management (SAP CRM), SAP ERP, SAP Solution Manager, SAP Supply Chain Management (SAP SCM)

Aarhus, Denmark

Customer Website

Implementation Partners
SAP Services


Customer Snapshot: History

A Century of Delivering Quality

Before becoming Denmark’s largest retailer, Dansk Supermarked began as a one-man draper’s shop in 1906. Today, the company comprises 1,200 stores in the føtex, Bilka, Netto, and Salling retail chains, and operates stores in Denmark, Sweden, Germany and Poland.

The Challenge

Outgrowing the Old IT

As a long-time SAP customer, Dansk Supermarked uses several powerful SAP software applications to effectively run their retail empire. These solutions aid the day-to-day tasks of employees at every level of the organization, including executives, managers, warehouse labor, and cashiers.

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. 

Enter SAP

Growing Companies Grow with Proven Partners

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

Needless Steps Eliminated

SAP Solution Manager’s incident management and problem management functions help automate notifications to IT. With a staff of only 20 IT employees, the service desk provides 24x7 coverage for every location and handles approximately 10,000 tickets each month, received via phone and email. 

The SAP Services organization helped set up the system so that emails sent to the ITSM system automatically generate tickets, which improves data integrity and eliminates manual steps.
Using email to solve service desk issues. 

Better Business: Benefits

Saving Time, Saving Everyone Money

By selecting SAP Solution Manager, Dansk Supermarked saves €50,000 in annual software licensing costs. Additionally, the company has cut training time for new ITSM employees in half and has reduced ticket escalations by 30%.

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.

Delivering On-Time.

Better Business: Run Simple

Better Information At the Ready

The IT team has greater insight into incident tickets and improved visibility into software operations. A self-service user interface simplifies problem reporting, and a dispatcher interface speeds problem resolution. The service team knows when service-level agreements are not being met, and can use that information to manage problems and allocate resources more effectively. Better visibility helps reduce the number of escalations.

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. 

Journey Ahead

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.

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