Loblaw Grocery Chain — IT Alerts, Remedy Integration
IT alerting with Remedy integration for retail supply chain operations
Overview
Connected BMC Remedy ticketing system to HipLink for automated alert routing, ensuring supply chain and store operations IT issues are escalated without manual intervention.
The Challenge
Loblaw's supply chain operations depended on IT systems across hundreds of stores and distribution centers. When BMC Remedy tickets were created for critical issues, the manual escalation process meant hours could pass before the right team was engaged.
The Solution
HipLink integrated directly with BMC Remedy, automatically triggering alerts when high-priority tickets were created or updated. Routing rules ensured the correct regional or functional team was notified based on ticket category, priority, and location.
Results
- Automated escalation from Remedy tickets — zero manual intervention
- Average escalation time reduced from 2 hours to under 3 minutes
- Location-aware routing across 500+ retail and distribution sites
- Full bi-directional sync between HipLink alerts and Remedy ticket status
