{"id":442043,"date":"2026-08-26T14:00:00","date_gmt":"2026-08-26T12:00:00","guid":{"rendered":"https:\/\/www.glpi-project.org\/?p=442043"},"modified":"2026-08-04T17:02:57","modified_gmt":"2026-08-04T15:02:57","slug":"grupo-dpsp-customer-case-study-how-brazils-2nd-largest-pharmacy-chain-manages-itsm-and-esm-with-glpi","status":"publish","type":"post","link":"https:\/\/www.glpi-project.org\/es\/grupo-dpsp-customer-case-study-how-brazils-2nd-largest-pharmacy-chain-manages-itsm-and-esm-with-glpi\/","title":{"rendered":"Grupo DPSP Customer Case Study: How Brazil's 2nd largest Pharmacy Chain Manages ITSM and ESM with GLPI"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Managing IT and business services across <strong>1,700 stores<\/strong>, <strong>11 states<\/strong>, and <strong>29,000 employees<\/strong> is a major engineering and governance challenge. Facing restrictive licensing costs and fragmented history, <strong>Grupo DPSP<\/strong>, a Brazilian giant formed by the merger of <em>Drogaria S\u00e3o Paulo<\/em> and <em>Drogaria Pacheco<\/em>, had to completely rethink its service management strategy.<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In this exclusive video interview, <strong>Luiz Ant\u00f4nio Janssen<\/strong>, Executive Director of Technology and Innovation at Grupo DPSP, breaks down why they chose <strong>GLPI<\/strong> and the impact of this large-scale deployment.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The initial challenges: licensing Costs, fragmentation, and scalability<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Prior to adopting GLPI, Grupo DPSP faced major constraints that hindered its digital transformation and operational efficiency across its retail network:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Financial and Licensing Constraints:<\/strong> Per-user pricing models from previous software restricted service coverage. Opening the platform to all enterprise needs without inflating licensing costs was impossible.<\/li>\n\n\n\n<li><strong>Data Fragmentation:<\/strong> The lack of a unified global view prevented the IT department from accessing reliable indicators to manage daily operations effectively.<\/li>\n\n\n\n<li><strong>In-Store User Experience:<\/strong> Across a network of 1,700 pharmacies and multiple distribution centers, reporting incidents had to be simple, fast, and accessible for frontline teams.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Why GLPI? The Power of a Flexible, Unlimited Open Source Solution<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To overcome these roadblocks, Grupo DPSP conducted market research to find a flexible, scalable platform capable of addressing needs well beyond traditional IT <strong>Helpdesk<\/strong> operations.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>\"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.\"<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2014 <strong>Luiz Ant\u00f4nio Janssen<\/strong>, Executive Director of Technology and Innovation at Grupo DPSP.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Key project metrics after 2.5 years of operation:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>1.6 million historical tickets<\/strong> successfully migrated into a single platform.<\/li>\n\n\n\n<li><strong>40,000 tickets processed per month<\/strong> to provide continuous support to 1,700 stores and distribution centers.<\/li>\n\n\n\n<li><strong>Over 30,000 IT and business assets (Asset Management \/ CMDB)<\/strong> managed centrally.<\/li>\n\n\n\n<li><strong>30,000+ active users<\/strong> on the system.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>From ITSM to ESM: Expanding GLPI to Finance, HR, Engineering, and Maintenance<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">One of the project's biggest achievements was transitioning from a standard IT service desk to a true <strong>Enterprise Service Management (ESM)<\/strong> strategy.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Human Resources<\/strong> and <strong>Finance<\/strong> departments;<\/li>\n\n\n\n<li><strong>Engineering<\/strong> and <strong>Maintenance<\/strong> teams (managing physical infrastructure and store equipment).<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">All of these business services are now consolidated on the same platform\u2014without incurring extra licensing charges.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>A strategic local partnership with Pellissari<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A project of this scale requires top-tier implementation and support. Grupo DPSP partnered with <strong>PLSS<\/strong> (Pellissari), a GLPI Silver Partner in Brazil.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>\"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.\"<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2014 <strong>Luiz Ant\u00f4nio Janssen<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This support model ensures strong governance, continuous alignment with <strong>ITIL<\/strong> best practices, and ongoing adaptation to evolving business goals.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Conclusion: A Benchmark for Distributed Architectures<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Grupo DPSP\u2019s success proves that GLPI is a robust, enterprise-grade <strong>ITSM \/ ESM \/ CMDB Open Source<\/strong> solution capable of handling high loads in complex, distributed environments.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Looking to streamline your IT costs, unify asset tracking, and deliver a single point of service for all your business units?<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Discover the features of GLPI Network in this video: <a href=\"https:\/\/help.glpi-project.org\/videos\/\">https:\/\/help.glpi-project.org\/videos\/<\/a><\/li>\n\n\n\n<li>Contact an official GLPI partner to assist you with your project: <a href=\"https:\/\/glpi-project.org\/partners\">https:\/\/glpi-project.org\/partners<\/a><\/li>\n\n\n\n<li>Find out more about our plans: <a href=\"https:\/\/www.glpi-project.org\/en\/pricing\/\">https:\/\/www.glpi-project.org\/en\/pricing\/<\/a><\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Watch the full testimonial video:<\/p>\n\n\n<figure class=\"wp-block-embed-youtube wp-block-embed is-type-video is-provider-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"lyte-wrapper\" style=\"width:1280px;max-width:100%;margin:5px;\"><div class=\"lyMe hidef\" id=\"WYL_7uzxW0YqxsE\"><div id=\"lyte_7uzxW0YqxsE\" data-src=\"https:\/\/www.glpi-project.org\/wp-content\/plugins\/wp-youtube-lyte\/lyteCache.php?origThumbUrl=%2F%2Fi.ytimg.com%2Fvi%2F7uzxW0YqxsE%2Fmaxresdefault.jpg\" class=\"pL\"><div class=\"tC\"><div class=\"tT\"><\/div><\/div><button tabindex=\"0\" class=\"play\"><\/button><div class=\"ctrl\"><div class=\"Lctrl\"><\/div><div class=\"Rctrl\"><\/div><\/div><\/div><noscript><a href=\"https:\/\/youtu.be\/7uzxW0YqxsE\" rel=\"nofollow noopener\" target=\"_blank\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.glpi-project.org\/wp-content\/plugins\/wp-youtube-lyte\/lyteCache.php?origThumbUrl=https%3A%2F%2Fi.ytimg.com%2Fvi%2F7uzxW0YqxsE%2F0.jpg\" alt=\"YouTube video thumbnail\" width=\"1280\" height=\"700\" \/><br \/>Ver este v\u00eddeo en YouTube<\/a><\/noscript><\/div><\/div><div class=\"lL\" style=\"max-width:100%;width:1280px;margin:5px;\"><\/div><figcaption><\/figcaption><\/figure>","protected":false},"excerpt":{"rendered":"<p>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 S\u00e3o Paulo and Drogaria Pacheco, had to completely rethink its service management strategy. In this exclusive video [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":442044,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[206],"tags":[],"class_list":["post-442043","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-testimonial"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.glpi-project.org\/es\/wp-json\/wp\/v2\/posts\/442043","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.glpi-project.org\/es\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.glpi-project.org\/es\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.glpi-project.org\/es\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.glpi-project.org\/es\/wp-json\/wp\/v2\/comments?post=442043"}],"version-history":[{"count":1,"href":"https:\/\/www.glpi-project.org\/es\/wp-json\/wp\/v2\/posts\/442043\/revisions"}],"predecessor-version":[{"id":442045,"href":"https:\/\/www.glpi-project.org\/es\/wp-json\/wp\/v2\/posts\/442043\/revisions\/442045"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.glpi-project.org\/es\/wp-json\/wp\/v2\/media\/442044"}],"wp:attachment":[{"href":"https:\/\/www.glpi-project.org\/es\/wp-json\/wp\/v2\/media?parent=442043"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.glpi-project.org\/es\/wp-json\/wp\/v2\/categories?post=442043"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.glpi-project.org\/es\/wp-json\/wp\/v2\/tags?post=442043"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}