Case Study: Mercator Group achieves major ITSM efficiency gains and new revenue streams with BMC Software

Leading European Retailer Mercator gains efficiencies and revenues with bestin-class ITSM solutions

Mercator, a leading European retailer with more than $3 billion in revenue and a large IT estate (hundreds of servers, thousands of network devices, PCs and POS systems), outgrew its legacy ITSM tools and needed to raise ITSM maturity and align IT more closely with business goals and ITIL best practices.

Mercator implemented BMC’s ITSM suite — including Remedy ITSM, CMDB, Atrium Discovery and Dependency Mapping, and ProactiveNet — to standardize processes, consolidate monitoring, and automate discovery. Results included first-call resolution up 20% in six months, self-service ticketing rising from 25% to 75% (tripling adoption), proactive problem avoidance, faster resolution via a centralized CMDB, improved service-desk efficiency, and a new internal IT consulting revenue stream.

Mercator Group

Damir Suban

Project Manager