Case Study: Leading U.S. Supermarket Chain achieves improved productivity and customer satisfaction with BMC Software's integrated service management

Leading U.S. Supermarket Chain Improves Productivity and Customer Satisfaction with Integrated Service Management

This leading U.S. supermarket chain, with more than $8 billion in annual revenue and support for 45,000+ employees (56,000+ employees, suppliers, and customers overall), needed to modernize legacy IT systems to maintain a competitive edge and improve employee productivity and in‑store customer experiences. Rapid industry change and aging tools were limiting service agility and service maturity, prompting a move to an integrated service management approach.

BMC’s Strategic Advisory, education, and Customer Success teams designed and implemented a digital transformation using Remedy, BMC Discovery, TrueSight Operations Management, and TrueSight Network Automation, plus operational readiness assessments and training. The integrated platform streamlined release management, accelerated adoption, and delivered measurable gains: a scalable service management solution used by 56,000+ stakeholders, a 5% year‑over‑year reduction in incidents, and a 99.5% change success rate.