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European Retailer Improves Efficiency and Reduces OPEX with Marval MSM

European Retailer Improves Efficiency and Reduces OPEX with Marval MSM


Founded in 1899, Axstores, a subsidiary of the Axel Johnson Group, is one of Sweden’s leading retail groups operating 390 department and speciality stores in Sweden, Finland and Norway. They employ 5,000 workers to handle the demands of their 300,000 daily customers and have an annual turnover of £630 million.

Axstores is constantly strengthening its position as one of the leading retail groups. The company strives for continual improvement by modernising their existing stores and also developing new establishments. In all Axstores department stores and boutiques the focus is on modern and inspiring shopping.


The Challenge

Axstores was managing their IT support services using post-it notes, spread sheets and other tools. They had around 140 sales units catering for just 2,200 requests for months. Recognising that the current model could not support the company’s growth rate, they decided to re-engineer their roles and processes to improve efficiency and optimise the way they deliver services. In 2008, they implemented Marval MSM, Marval’s integrated IT Service Management Software solution, to give them a structured, accountable approach to IT support.


The Result

Following the adoption of Marval MSM, Axstores has managed to save the business both money and a lot of headaches. Actually, it is estimated that Axstores is saving around £1M per year on Service Management.

“By implementing MSM, we now have a controlled Change and Release process in place that ensures we receive a minimal number of incidents when introducing new systems/applications into production. In addition, our Problem Management process and procedure with its resulting root-cause analysis enables us to avoid many recurring incidents”, explained Martin Thell, CIO of Axstores.

The achievements above resulted in Axstores winning the prestigious itSMF ‘IT Service Management Project of the Year’ award at the annual Swedish itSMF conference held in Stockholm, Sweden.


The Solution

·         Marval MSM IT Service Management Platform

·         Consultancy

·         Training

·         Support Services

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