The Challenge
With a lean IT team supporting one of Australia’s largest retail pharmacy networks, CW Retail Services struggled to manage a flood of performance-based alerts—especially across stores and regional locations. Manual processes and alert storms overwhelmed helpdesk and infrastructure teams, delaying root cause analysis and threatening customer experience and product safety.
The Solution
Chemist Warehouse deployed LogicMonitor’s Edwin AI to cut through alert chaos and streamline incident response. With advanced, agent-driven automation, the team could correlate related alerts in real time, enrich incidents with business context from ServiceNow, and reduce the need for manual triage.
- Autonomous alert correlation: Edwin AI grouped related alerts within minutes, reducing noise and surfacing the true root cause.
- Context-aware incident enrichment: ServiceNow integration added critical system and service insights to every alert.
- Precision targeting by CI and app: Alerts were prioritized based on business-critical systems like POS and web platforms—boosting response speed and relevance.
- Out-of-the-box observability: LogicMonitor’s hybrid monitoring and AI-driven workflows worked immediately across stores, data centers, and cloud infrastructure.
The Results
- 88% reduction in alert noise: Edwin AI grouped related incidents within a 15-minute window—speeding up detection and reducing noise.
- 22% reduction in incidents (in 30 Days): Automated correlations across VMware, databases, and regional locations uncovered root causes faster.
- Seamless ServiceNow integration: Incident enrichment improved visibility and minimized false positives.
- Prioritized critical applications: Alerts tied to key CIs (like POS and web apps) were surfaced first, ensuring rapid response.
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