Case Study: Alnatura achieves automated company-wide service management and major time savings with Matrix42

Matrix42 Enterprise Service Management the strategic platform for every service process at Alnatura

Alnatura, a German organic supermarket pioneer with over 140 stores and a sustainable IT approach, faced the challenge of professionalizing and extending IT service management across the whole company — from IT to marketing, facilities and store operations. After evaluating options, Alnatura replaced its earlier tool with Matrix42 Enterprise Service Management (supported since 2020 by implementation partner Cubefinity) to gain a more holistic, cost-effective solution for process, license and client management.

Matrix42 implemented an integrated ESM platform with asset and contract management, a service desk and a self-service catalog, automating processes like employee onboarding/offboarding and service provisioning. By February/March 2022 Alnatura had processed 3,600 registrations, 600 re-registrations and 1,300 cancellations through the system (each task previously taking 15–20 minutes), with 4,250 active users and over 2,000 catalog items available — delivering measurable time savings, higher service quality, full transparency and company-wide process standardization thanks to Matrix42.

Alnatura

Andreas Köhler

Head of IT Operations