Case Study: a major U.S. drugstore and pharmacy chain improves retail stability and automates operations with Digitate’s ignio AIOps

a major U.S. drugstore and pharmacy chain cuts MTTR 30x with Digitate

The customer, a major U.S. drugstore and pharmacy chain, faced significant challenges in managing the IT stability of its nearly 10,000 stores. With a vast and complex IT environment supporting critical functions from pharmacy management to sales, manual processes were insufficient, leading to operational disruptions and a poor customer experience. The company needed a solution to automate issue resolution and ensure system availability, especially for its large SAP S/4HANA system prior to a cloud migration.

Digitate implemented its ignio AIOps platform to automate business processes end-to-end. The solution integrated with multiple monitoring tools and applications to autonomously handle incidents, including resolving "Not on File" pricing errors at point-of-sale systems. As a result, Digitate's ignio now automatically resolves 30% of tickets, monitors 3.8 million daily transactions, and improves MTTR by 30 times. This automation sustains an estimated $17 million in annual sales and generates millions in savings, significantly enhancing operational stability and the retail experience.