In retail, agility, reliability, and cost-efficiency aren’t optional—they’re essential.
A leading home improvement retailer with thousands of locations across North America recently transformed its enterprise IT landscape by putting artificial intelligence (AI) at the core. The catalyst for this evolution? ignio™ AIOps by Digitate.
Read the full case study here.
The Challenge: Overwhelmed by tickets and manual work
The retailer’s Core Infrastructure and Support Organization (Tech Ops) faced:
- ~40,000 support tickets per month
- Prolonged MTTR (Mean Time to Resolution)
- 400,000 associates relying on seamless IT operations
Manual workflows strained resources, delayed responses, and limited innovation.
The Solution: The ignioway framework
The company adopted ignio™ AIOps with the “ignioway” methodology—Eliminate, Automate, Optimize—to transition toward an AI-first IT organization.
Key transformations achieved:
- Automated 72% of incidents—exceeding the 40% goal
- Reduced MTTR by 65–72%
- Saved 35–45% in operational costs over three years
- Managed critical batch operations across 2,300 stores
- Established an AIOps Community of Practice, upskilling internal teams for sustained impact
ignio AIOps didn’t just automate tasks; it transformed the IT culture:
- Shifted mindset from reactive firefighting to proactive innovation
- Governance embedded in automation excellence
- Continuous improvement of use cases for maximum operational impact
The Outcome: IT Operations with greater efficiency and impact
Metric | Result |
Monthly Ticket Volume | ~40,000 handled by ignio |
Incident Coverage Target | 40% |
Actual Coverage Achieved | 72% |
MTTR Reduction | 65–72% |
Operational Cost Savings (3 years) | 35–45% |
Revenue Impact | $4.2M USD estimated benefit |
Key takeaways
By embedding ignio™ AIOps deeply into its IT operations, this home improvement retailer didn’t just improve efficiency—it future-proofed IT. Faster decisions, smarter governance, and a culture of AI-first innovation transformed the enterprise from the inside out.
Read the full case study here.
To learn about how Digitate can transform your IT operations, schedule a demo with us today.
FAQs
What is ignio™ AIOps?
ignio™ AIOps is Digitate’s AI-powered platform that automates IT operations, reduces manual workload, and improves incident response across enterprise IT environments.
How many incidents did ignio™ automate for this retailer?
ignio™ automated 72% of total incidents, surpassing the original target of 40%.
What operational cost savings were achieved?
The retailer saved 35–45% in operational costs over three years.
How much was the estimated revenue impact?
ignio™’s automation contributed to an estimated $4.2M USD benefit.
What is the “ignioway” framework?
The ignioway methodology stands for Eliminate, Automate, Optimize, guiding sustainable adoption of AI-first IT operations.
