Case Study: one of the largest retailers achieves AI-first IT operations and 90% MTTR reduction with Digitate's ignio AIOps

one of the largest retailers reduces MTTR by 90% with Digitate

The customer, one of the largest retailers, faced a challenge in reducing its Mean Time to Resolution (MTTR) and improving the productivity of its Tech Ops team, which provided support for 400,000 associates and core infrastructure. To address this and optimize operating costs, the retailer partnered with Digitate to implement its ignio AIOps solution.

Digitate's ignio AIOps solution handled over 70% of the ticket volume, autonomously resolving 35-45% of incidents in scope. This led to a 90% reduction in MTTR and achieved $4.2 million in savings over three years. The implementation also drove a cultural shift, transforming the customer's Tech Ops team into an AI-first organization.