Case Study: Largest Food and Pharmacy Retailer achieves AI-driven IT operations efficiency with Digitate ignio

Modernizing the legacy applications and embracing the digital technologies with ignio

Largest Food and Pharmacy Retailer, Canada’s largest food and pharmacy retailer with 2,000+ stores, 26 distribution centers, and a highly complex IT environment, was under pressure to modernize legacy operations and keep pace with digital competition. The company needed to reduce the manual workload of handling 100,000 tickets per month, lower high MTTD/MTTR, and adopt more advanced technologies across its retail, pharmacy, loyalty, and connected healthcare operations. Digitate’s ignio™ AIOps and AI.ERPOps were selected to support this transformation.

Digitate implemented ignio across multiple use cases, including SAP document lock resolution, network alert automation, pharmacy transaction lock handling, SAP Ariba user provisioning, and user onboarding/off-boarding. The results were significant: 22 million CAD in cost savings in 2021, 40,000+ tickets resolved monthly with zero human touch, 290+ use cases deployed, and a 90% reduction in MTTR. Additional benefits included faster provisioning, reduced false-positive alerts, thousands of hours saved, and major improvements in store logistics and end-user experience.