Case Study: Bünting Group

Group-Wide Service Management Reaches a New Level – with EcholoN

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The Bünting Group's administrative building at dusk, featuring modern architecture and an illuminated entrance area, serves as a reference location

The Initial Situation

For the retail company, stable and consistently available IT operations are business-critical. Before implementing EcholoN, however, the ITSM team relied on a mix of tools, Excel workarounds, and incomplete ticket information. As a result, the team lacked standardized processes, reliable data, and the transparency needed for an efficient service organization.

Conclusion:

With EcholoN, Bünting has significantly professionalized its IT service management. Processes have been standardized, data quality and transparency have been significantly improved, and reporting has been placed on a modern, robust foundation. The result is a scalable and efficiently managed service management system that reliably keeps retail operations running.

About the Bünting Group

The Bünting Group is a long-established retail company headquartered in Leer. With 14,000 employees, it is one of the largest employers in northwestern Germany. The group includes Bünting Teehandelshaus as well as the grocery chains famila, Combi, and Jibi, which together operate a high-performance retail and logistics network.

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“Today, we have standardized processes in IT Service Management that enable us to significantly improve monitoring, resource management, and quality assurance in our services…”

Andree Schönfeld
ITSM Administrator, Bünting

Goals and Challenges

Standardization of all IT service processes across locations and departments

Greater transparency regarding outages, inventory, goods movements, and service times

Less manual effort, faster data entry, and more efficient processes

Professional reporting with reliable KPIs for management and controlling

Clean data foundation through automated data integration from AD, monitoring & inventory systems

Solution Approach with EcholoN

Bünting has opted for the group-wide implementation of the modular EcholoN ESM platform, including CMDB, self-service, workflow automation, and reporting and analysis tools.

The EcholoN Data Workflow System (DWS) plays a central role, ensuring the automated, ETL-based integration of data from a wide variety of systems and forming the basis for clean, consolidated information across the entire group.

The interactive reporting tool enables real-time metrics, clear dashboards, and automated analyses, thereby setting a new standard for control and quality management.

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Key Measures

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Introduction of a centralized ESM platform as a single point of contact

Icon of a monitor with a wrench, symbolizing system maintenance, IT services, and technical support

Setting up a CMDB for inventory, cost centers, and asset accounting

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Automated Workflows for Hardware Replacement, Warranty Verification, and Inventory Movements

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Rollout of the Self-Service Portal to all 210 stores

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Integration of AD, monitoring, and inventory data via the EcholoN DWS

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Interactive dashboards & standard KPIs for real-time transparency

Results and Added Value

  • Significantly reduced manual effort (e.g., commissioning external service providers reduced from 10 minutes to < 1 minute)
  • 360° transparency across all processes including malfunctions, goods movements, inventory history & warranty claims
  • Professional reporting for informed decisions Real-time KPIs such as response time, SLA compliance, escalation levels, and turnaround time
  • Scalable service management for 14,000 employees

“With EcholoN, we can now immediately identify where problems are occurring and implement solutions early on to address the root causes.”

Andree Schönfeld
ITSM Administrator, Bünting
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About EcholoN

EcholoN is mIT solutions' Enterprise Service Management Platform. It is designed for companies that want to digitize their processes, integrate data, and measurably improve service quality.

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