Case Study: Super Group achieves rapid ITSM transformation and real-time service improvement with Cherwell Software

Super Group - Customer Case Study

Super Group, a multinational supply chain company founded in 1986 with about 5,000 employees (3,500 networked users), was hampered by disconnected, siloed ITSM tools that produced data managers couldn’t interpret. Key ITIL processes such as Incident and Problem Management were fragmented, preventing reliable metrics, business intelligence, or continuous improvement; the organization needed out-of-the-box ITIL support, high configurability without coding, and a cost-effective solution.

Working with Revelation Data, Super Group implemented Cherwell Service Management in six weeks, using its codeless configurability, 11 PinkVERIFY-accredited processes, custom dashboards and widgets, and a self-service portal, CMDB and project environment. The result: immediate executive and team visibility, actionable real‑time metrics and improved project delivery—more progress in three months than they had achieved in the prior three years—and the ability to drive continuous service improvement.

SuperGroup

Johan Swart

IT General Manager