Managing IT and business services across 1,700 stores, 11 states, and 29,000 employees is a major engineering and governance challenge. Facing restrictive licensing costs and fragmented history, Grupo DPSP, a Brazilian giant formed by the merger of Drogaria São Paulo and Drogaria Pacheco, had to completely rethink its service management strategy.
In this exclusive video interview, Luiz Antônio Janssen, Executive Director of Technology and Innovation at Grupo DPSP, breaks down why they chose GLPI and the impact of this large-scale deployment.
The initial challenges: licensing Costs, fragmentation, and scalability
Prior to adopting GLPI, Grupo DPSP faced major constraints that hindered its digital transformation and operational efficiency across its retail network:
- Financial and Licensing Constraints: Per-user pricing models from previous software restricted service coverage. Opening the platform to all enterprise needs without inflating licensing costs was impossible.
- Data Fragmentation: The lack of a unified global view prevented the IT department from accessing reliable indicators to manage daily operations effectively.
- In-Store User Experience: Across a network of 1,700 pharmacies and multiple distribution centers, reporting incidents had to be simple, fast, and accessible for frontline teams.
Why GLPI? The Power of a Flexible, Unlimited Open Source Solution
To overcome these roadblocks, Grupo DPSP conducted market research to find a flexible, scalable platform capable of addressing needs well beyond traditional IT Helpdesk operations.
"The flexibility and adaptability of the tool pleasantly surprised us. [...] GLPI is extremely powerful and allows us to know exactly what is happening in our environment because it provides data and key insights to make day-to-day decisions."
— Luiz Antônio Janssen, Executive Director of Technology and Innovation at Grupo DPSP.
Key project metrics after 2.5 years of operation:
- 1.6 million historical tickets successfully migrated into a single platform.
- 40,000 tickets processed per month to provide continuous support to 1,700 stores and distribution centers.
- Over 30,000 IT and business assets (Asset Management / CMDB) managed centrally.
- 30,000+ active users on the system.
From ITSM to ESM: Expanding GLPI to Finance, HR, Engineering, and Maintenance
One of the project's biggest achievements was transitioning from a standard IT service desk to a true Enterprise Service Management (ESM) strategy.
Thanks to GLPI's flexibility and user-friendly portal, ticket creation and tracking were simplified for store staff. Seeing the platform's efficiency, other business departments quickly followed suit. Today, GLPI is leveraged by:
- Human Resources and Finance departments;
- Engineering and Maintenance teams (managing physical infrastructure and store equipment).
All of these business services are now consolidated on the same platform—without incurring extra licensing charges.
A strategic local partnership with Pellissari
A project of this scale requires top-tier implementation and support. Grupo DPSP partnered with PLSS (Pellissari), a GLPI Silver Partner in Brazil.
"The partnership with PLSS is very strategic for us. They are a local partner who meets our needs exceptionally well. They don't just deliver what the software offers out of the box; they bring solutions, ideas, and expand our execution capabilities."
— Luiz Antônio Janssen
This support model ensures strong governance, continuous alignment with ITIL best practices, and ongoing adaptation to evolving business goals.
Conclusion: A Benchmark for Distributed Architectures
Grupo DPSP’s success proves that GLPI is a robust, enterprise-grade ITSM / ESM / CMDB Open Source solution capable of handling high loads in complex, distributed environments.
Looking to streamline your IT costs, unify asset tracking, and deliver a single point of service for all your business units?
- Discover the features of GLPI Network in this video: https://help.glpi-project.org/videos/
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- Find out more about our plans: https://www.glpi-project.org/en/pricing/
Watch the full testimonial video:
