In today’s competitive retail environment, IT uptime directly impacts revenue and customer loyalty. 

A large supermarket chain in Europe, with 1,500+ stores and 270 online outlets, faced critical challenges with its legacy IT monitoring systems. Frequent outages, rising costs, and unhappy customers threatened both business operations and brand reputation. 

By deploying ignio™ AIOps, the supermarket transformed IT operations, boosting agility, resilience, and customer satisfaction. 

Read the full case study here. 

The Challenge: IT noise, downtime, and disrupted transactions 

The retailer’s legacy IT monitoring system generated nearly 100,000 alerts annually, half of which were false positives, causing: 

  • 3,800 hours/month wasted on unnecessary alerts 
  • Operational instability due to undetected issues 
  • Delayed transactions across stores and online channels 
  • $500,000/year in extra staff costs to recover failed orders 

The command center was overwhelmed, and both detection and resolution times were too long, negatively impacting the customer experience. 

The Solution: ignio™ AIOps implementation 

Partnering with Digitate, the supermarket implemented ignio™ AIOps, an AI-driven platform trained to handle over 150 alert types across its IT ecosystem. 

Key features delivered: 

  • Alert de-duplication and filtering: Eliminated false positives and trivial alerts, reducing system noise. 
  • Automated triaging: Pinpointed root causes and resolved issues autonomously. 
  • Proactive health monitoring: Ensured critical systems remained operational before failures occurred. 
  • Link monitoring for online stores: Automatically restarted servers when connectivity dropped, preventing revenue loss. 

The Outcome 

IT operations efficiency: 

  • 80% reduction in Mean Time to Resolve (MTTR) 
  • 99% improvement in Mean Time to Detect (MTTD) 
  • ~80% decrease in unwanted alert noise 
  • 22,000 hours/year saved from reduced false alert handling 

Customer experience and business availability: 

  • 804 incidents resolved autonomously 
  • 10% improvement in system availability (from 89% → 99%) 
  • 90% reduction in monthly downtime (from 75 → 7.5 hours) 
  • 17% increase in team productivity 
  • $0.5 million saved annually in overhead costs 
  • 100,000 daily transactions safeguarded (~$120 each) 

Key takeaways 

By leveraging ignio™ AIOps, this supermarket chain not only solved IT problems but also built a more resilient, customer-focused, and future-ready enterprise. Automation allowed the IT team to proactively manage operations, improve uptime, and protect both revenue and customer experience. 

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 ignioâ„¢ AIOps?

ignio™ AIOps is Digitate’s AI-powered IT operations platform that automates incident management, reduces alert noise, and enhances enterprise IT performance. 

ignio™ AIOps reduced MTTR by 80%, enabling faster issue resolution. 

Approximately 100,000 daily transactions were safeguarded, valued at around $120 each. 

The supermarket saved $0.5 million annually in operational overhead and avoided additional costs due to system downtime. 

By de-duplicating and filtering alerts, ignioâ„¢ reduced ~80% of false positives, allowing IT teams to focus on critical issues.