Case Study: Rossmann boosts service delivery and user satisfaction with 4me

Rossmann Selects 4me to Transform Its Service Delivery

Rossmann, the Polish drugstore chain with over 1,600 stores and 17,000 employees, was looking for a future-proof ITSM/ESM platform to replace its self-developed service desk system. The old tool lacked ITIL-based processes, self-service, approvals, automation, reporting, and external access, making it difficult to support end users efficiently. Rossmann selected 4me for its ITSM and ESM capabilities, ease of use, scalability, and strong support for compliance and integrations.

4me was implemented in just 100 days and rolled out across stores, headquarters, and multiple departments, enabling request fulfillment, incident management, asset and configuration management, service level management, and change management. With 4me, Rossmann achieved improved user satisfaction, workflow automation, real-time dashboards, and easy API-based integrations, including Azure DevOps. The company now handles 34,000 store requests, 10,000 office requests, and 11,000 automatically registered requests per month, while supporting more than 100 standardized processes and much greater visibility into service quality.

Rossmann

Adam Modrzejewski

Head of IT Operations