Case Study: Pick n Pay achieves seamless enterprise service management with 4me

Pick n Pay Transforms IT Services With 4me’s Complete Enterprise Service Management Platform

Pick n Pay, the African retail group operating nearly 2,000 stores across southern Africa, needed to move beyond a traditional IT service management setup and speed up its transition to a cloud-based enterprise service management (ESM) model. The company wanted better availability, business continuity, stronger service orientation, and a platform that could support collaboration across internal teams and external providers while bringing ownership back in-house.

Pick n Pay selected 4me’s complete ITSM/ESM platform, implemented with Blue Turtle Technologies, to automate workflows and support incident, request, service level, and change management. The rollout was completed in 180 days and switched 450 support experts and 104 support teams in a single day. With 4me, Pick n Pay saw high user adoption, strong self-service interest, seamless collaboration, and easier onboarding of new business units, while also eliminating spreadsheet-based reporting and improving agility across roughly 35,000 monthly tickets.

Pick n Pay

Marius Wiese

IT Manager