Case Study: EDEKA Minden-Hannover achieves real-time IT service transparency and faster incident resolution with Celonis Process Mining

Visualize and Optimize it Service Management Processes End-to end in Real Time

EDEKA Minden‑Hannover, a major regional company in the EDEKA group with roughly 1,550 marketplaces and about 67,000 employees, was overwhelmed by around 15,000 IT service tickets per month and lacked timely, actionable insight to identify root causes and prioritize fixes. To gain scalable, on‑demand visibility into its IT service processes, the company piloted Celonis Process Mining (CPM) from vendor Celonis.

Celonis reconstructed EDEKA’s as‑is processes from digital footprints to provide real‑time visualization, ad hoc filtering and drill‑down to individual tickets, turning analyses that once took days or weeks into live, on‑demand insight. The Celonis solution delivered full transparency, reduced complexity and process costs, faster resolution times for retailers, and improved workforce planning—materially speeding incident resolution and unlocking efficiency across IT Service Management.

EDEKA

Michael Dannenberg

Head of IT Process Coordination / User Service