Case Study: Cora achieves faster incident resolution and enterprise-wide ESM with Matrix42

From ITSM to ESM Serving Employees and Businesses

Cora, a French supermarket and hypermarket chain with 60 locations, about 17,000 employees and thousands of devices, faced fragmented tooling for incidents, changes, inventory and mobile management. That fragmented setup made it hard to qualify user needs, track request progress and maintain systems while handling some 35,000–40,000 tickets and 3,600 change requests a year. To address this, Cora engaged Matrix42 to deploy an ITSM solution and later extend it to enterprise-wide ESM.

With Matrix42 (and implementation support from Experis), Cora rolled out the ITSM platform in three months—completing training and configuration sessions and processing 1,815 tickets in the first 15 days—and expanded to ESM in January 2023, delivering a payroll-focused rollout in 30 days. The Matrix42 solution now covers six core processes (request, incident, problem, change, asset and license management), provides a single point of entry, self-service and a knowledge base, and improved asset/license control; average incident resolution fell from 7 to 4 days and average request resolution from 8 to 5 days, boosting service desk efficiency and user satisfaction.

Cora