Case Study: EDEKA achieves real-time process visibility and faster IT incident resolution with Celonis

Edeka Gets Proactive with Celonis Process Analytics

EDEKA Minden‑Hannover, a large regional company in the EDEKA group with about 1,550 marketplaces and roughly 15,000 IT support tickets generated each month, needed timely insight into how its IT Service Desk processes actually ran. Faced with growing ticket volumes and difficulty linking individual errors to systemic causes, the company selected Celonis and its Celonis Process Mining (CPM) technology to gain scalable, on‑demand visualization and monitoring of ticket workflows.

Celonis delivered real‑time process analytics and monitoring that let EDEKA explore root causes with just a few clicks, quickly identify main error sources, improve workforce planning and standardize processes. The result was a shift from analyses that took days or weeks to immediate, live visibility, faster incident resolution and reduced retailer frustration — tangible operational acceleration driven by Celonis.

EDEKA

Michael Dannenberg

Head of IT Process Coordination / User Service