"BMC Engage provides an opportunity for our customers to share how they combine fast-paced innovation with core business value as they navigate the new role of IT," said Robin Purohit, group president, Enterprise Solutions Organization at BMC. "Wegmans' digital IT initiatives demonstrate the potential for an end-to-end transformation that delivers a modern experience for its customers, employees, and supply chain partners."
Wegmans turned to BMC in 2014 to improve customer service, to enable store growth without adding IT staff, and to provide a platform to support store innovation and new business services. The company's IT infrastructure had grown to meet the demand of 90 stores and over 45,000 employees.
By leveraging digital IT solutions across BMC's portfolio – including Remedy, Control-M, BMC Discovery, BMC SmartIT, BladeLogic, TrueSight, and BMC Atrium Orchestrator – Wegmans' IT team was able to roll out a change management program, automate key processes, increase transparency, ensure knowledge transfer, and accelerate issue resolution for all stakeholders.
"BMC solutions for Digital Enterprise Management are transforming how we interact with our customers by unifying the in-store and online experience," said Brian Olney, director of Information Technology at Wegmans Food Markets. "The solutions also make it easier for our employees to access the services they need, allowing them to spend more time with our customers and focus on providing incredible customer service."
Wegmans is also using BMC service management excellence solutions to provide more effective event management and intelligent service resolution, replacing eight separate tools with a single source of truth across its hybrid cloud and on-premises infrastructure. The solution automatically identifies abnormalities, creates support tickets, documents events, remediates issues as much as possible, and closes tickets. In many cases, a human may not be involved in the process at all.
"Thanks to BMC, we've experienced a much higher success rate at putting changes to our systems into production," added Olney. "This has led to a year-over-year reduction in incidents while continuing to grow, and is a very rewarding, clear indication of how well our service management processes are beginning to work."
With BMC, Wegmans has been able to implement standardized release management processes and integrate them into the IT service management lifecycle. Standardization has made it easier to ensure a controlled transition of applications from development into IT operations, improving the end user experience, increasing operational efficiency, and reducing downtime.
Other finalists for the third annual award included Paypal and Itau Unibanco.
About the Award
The BMC Engage Innovator of the Year Award annually celebrates customers that derive a unique and unprecedented level of value from BMC digital IT solutions, creating a competitive advantage and positively influencing business operations and revenue streams. A panel of judges evaluated nominees based on project measurability, demonstrated ROI, and creative innovation or process improvement. Previous honorees include the U.S. Defense Information Systems Agency (DISA) and Deloitte Consulting LLP, and Vodafone.
Follow BMC Engage on Twitter at #BMCEngage. To understand where your company is on the digital transformation journey and to explore how to accelerate it, visit www.bmc.com.
BMC is a global leader in innovative software solutions that enable businesses to transform into digital enterprises for the ultimate competitive advantage. Our Digital Enterprise Management solutions are designed to make digital business fast, seamless, and optimized from mainframe to mobile to cloud and beyond. BMC digital IT transforms 82 percent of the Fortune 500 and serves more than 10,000 customers worldwide.
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