Case Study: Tesco achieves 98% issue acknowledgement and under 3-minute response times with xMatters

Tesco - Customer Case Study

Tesco, a global retailer with 7,800 stores and a large online presence, faced operational strain in IT: its distributed teams across nine countries handled about 26,000 tickets per week and suffered inconsistent notification processes that slowed responses and made tracking team effectiveness difficult. To support a new Service-Oriented Architecture and deliver world-class ITSM, Tesco needed a scalable, consistent way to alert the right people quickly.

Tesco reorganized into 30 product and service teams and deployed xMatters’ subscription-based communications in just 27 days, letting technologists opt into targeted alerts and unsubscribe from irrelevant noise. The result was rapid improvement: call acknowledgment exceeded 98%, average response time fell below three minutes, dropped tickets were eliminated, alert fatigue reduced, collaboration improved, and Tesco gained consistent analytics and accountability across its IT organization.

Tesco

Rob Ainscough

IT Operations Manager