Case Study: Penny Market (REWE Group) improves IT request handling and SLA compliance with ALVAO Service Desk

REWE Group - Customer Case Study

REWE Group’s Penny Market needed a better way to handle IT support across 345 stores, 800 endpoints, and 1,500 users. Requests were coming in by email and phone with no proper record keeping, making SLA compliance difficult and causing some issues to go unresolved. ALVAO Service Desk was selected to bring structure to request handling and improve IT service management.

ALVAO implemented Service Desk together with Asset Management and related modules, supported by ITIL workshops, process documentation, configuration, and user training. The result was a single point of contact for IT requests, clear ownership and deadlines for every task, better tracking and reporting, faster problem resolution, and improved service quality without increasing IT headcount. Penney Market also used the knowledge base and reporting to spot recurring issues and target training where it would have the biggest impact.

REWE Group

Tomáš Kříž

Head of the IT Service Desk