Case Study: Rossmann boosts service delivery and user satisfaction with Xurrent

Rossmann Selects Xurrent to Transform Service Delivery and Drive Efficiency

Rossmann, a major drugstore chain in Poland, faced significant service management challenges with its outdated, internally developed ITSM system. The legacy tool lacked ITIL processes, automated workflows, and a self-service portal, and it was only accessible on the local network. This resulted in a poor end-user experience for its 17,000 employees, no service accountability, and an inability to analyze performance or service quality.

Xurrent implemented its modern ITSM and ESM platform, replacing the old system in just 100 days. The solution provided streamlined workflow automation, a service catalog, and seamless integrations, all accessible via web and mobile. The results were transformative: Rossmann now handles 55,000 monthly requests with comprehensive reporting and KPIs, has over 100 standardized processes, and has significantly improved end-user satisfaction across all departments.

Rossmann

Adam Modrzejewski

Head of IT Operations