More productive, faster, more efficient

User: dennree GmbH
Business: Specialist retailer for organic food
Business area: 350 Denns organic food stores in Germany and Austria
Employees: approx. 7,700

Task: Create more efficient and clearer communication channels
Solution: KIX Pro 17

High-performance IT ensures that the individual company divisions mesh smoothly: the customer-oriented merchandise management system and the online shop dennit.de, storage, order picking, incoming and outgoing goods, the vehicle fleet and the company's own Eichigt farm.

For a long time, the ticket system of the group of companies was based on a web-based in-house development. In order to make it more future-proof and improve service, dennree decided to replace the existing ticket system for the organic specialised trade.

The aim was to map the IT structures according to the Information Technology Infrastructure Library (ITIL). It defines the basic processes, roles and terms of an IT service organisation. "It is important here to have a clear area of responsibility for employees and departments, internally and externally, which can be represented by process performance indicators," explains Rüdiger Roth, IT Head of Service Management.

"We wanted to make communication channels more efficient and clearer. With the Group-wide ticket system, which we have now had for almost two years, we have also succeeded in this, because all process-relevant information on a specific request or malfunction is clearly recorded and the solutions are mapped. Ultimately, every user benefits from this," says Roth.

He expected the new ticket system to give an additional boost to service orientation and thus to customer satisfaction. The IT specialist was aware that a system change rarely happens without complications. He says: "It was fundamentally important for us to restore normal service operations as quickly as possible without disrupting business processes too much".

Equally decisive for him was the IT support's ability to react quickly. dennree has found an appropriate partner in c.a.p.e. IT GmbH.

In August 2019, dennree opted for the ITIL-certified software KIX from the Chemnitz-based IT provider c.a.p.e. IT. After evaluation and approval by the management, the technical implementation followed from September 2019. In May 2020, the process of technical implementation was completed almost on schedule, despite difficult conditions due to the Corona pandemic.

Between autumn 2019 and May 2020, background training and a review of the project took place until go-live on 1 May 2020. "A permanent review is always necessary in order to be able to react to the requirements of the strategic orientation in the company," Roth emphasises.

Currently, dennree is using KIX Pro 17 to implement transparent reporting and optimise the ticket workflow - "in consultation with the specialist departments, of course", says Roth. "Another project was the introduction of SAP, which enabled us to optimise process workflows and has since proven its worth."

The cooperation with cape IT has now been running for two years and fully meets expectations, Mark-Rüdiger Roth sums up. "The cooperation is pragmatic and fact-based, which is very conducive to our efficient and goal-oriented work." With KIX, incident management, request fulfilment and problem management can be integrated via process workflows, even though the configuration effort for the implementation of the system is "not to be neglected".

In the daily work, the introduced system experiences a great acceptance among the users, reports the IT head of service management. Thanks to the firmly defined ticket templates, the IT Service Desk, for example, receives specific information, which significantly reduces the time spent on queries. This makes the work more effective. The service team also appreciates KIX, especially the ease of use and the configuration options. Depending on the service level, the views provided, such as search templates, dashboards or Kanban boards, can be customised in the Pro version.

To ensure that they remain easy and effective to process over a longer period of time, Roth recommends "a constant transfer of knowledge" to the users in the service departments. The IT staff are also informed about all steps and the status due to the consistent documentation. This allows them to react immediately: "The reporting of KPI relevant process figures is indispensable for the detection of malfunction peaks and their analysis."

According to Mark-Rüdiger Roth, the switch to structured ticket processing has fulfilled expectations, first and foremost an immense time saving: "With up to 3,500 requests per month, where ticket creation would take five minutes on average, we save 36 working days. Likewise, the ticket system has been a very big support during the ongoing Corona pandemic, as requests have increased due to home office work."