Case Study: Loblaw Companies Ltd. cuts alert escalation time with HipLink Software

Loblaw Companies Ltd. cuts escalation time from 2 hours to under 3 minutes with HipLink Software

The customer, Loblaw Companies Ltd., faced a significant challenge in its supply chain and store operations. Their IT systems across hundreds of locations depended on a manual process to escalate critical issues from BMC Remedy tickets, which could take hours. HipLink Software provided a solution to automate this alerting.

HipLink integrated directly with the BMC Remedy system to automatically trigger and route alerts whenever high-priority tickets were created or updated. This solution reduced the average escalation time from two hours to under three minutes and provided location-aware routing across more than 500 sites. HipLink Software implemented a system with zero manual intervention and a full bi-directional sync between alerts and ticket status.

Loblaw Companies Ltd.