Case Study: a leading retail and fuel chain cuts overnight alerts and automates change requests with Itential

Leading Retail and Fuel Chain cuts overnight escalations 80% with Itential

The network team at a leading retail and fuel chain, a lean two-person operation managing over 9,000 devices across 1,000+ locations, was overwhelmed by manual processes and after-hours alerts. Facing a staffing crisis and stalled modernization, they needed a force multiplier to automate workflows without requiring developer resources, leading them to adopt the Itential Automation Platform.

Using Itential's low-code workflow builder, a non-developer supervisor built a production-ready automation in a single two-hour workshop. The solution enabled the team to automate alert remediation and configuration changes, resulting in a 60-80% reduction in overnight escalations and cutting change request times from hours to minutes. Itential's platform helped the team avoid an estimated $150,000 in annual headcount costs while allowing them to shift from firefighting to leading strategic projects.