ACL Digital Transformed IT Service Management for a Leading IT Services Company
Overview
A leading IT services company with over 1,000 employees across various locations faced challenges in efficiently managing IT Service Management (ITSM) activities. Their existing ticketing system required manual intervention, consuming valuable resources from support and network teams. ACL Digital partnered with the company to automate these processes, delivering transformative productivity, accuracy, and cost-efficiency improvements.
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Challenges
High Resource Utilization
The organization relied heavily on manual effort to verify and resolve support tickets, straining human and operational bandwidth
Inefficient Processes
Scalability Concerns
Solution
By leveraging ACL Digital’s expertise in RPA, the company successfully digitized its ITSM processes, paving the way for a more efficient and scalable support system. The transformation enhanced productivity, accuracy, and operational cost-effectiveness, ensuring long-term benefits for the organization.
- Automated the review of support emails and provided prompt resolutions to tickets.
- Eliminated the need for manual intervention in routine ticket processing.
- Enhanced organizational productivity by streamlining redundant and mundane tasks.
- Delivered cost efficiency by reducing the resource count required for technical and business operations
Outcomes
80% Reduction in Overall Effort
100% Accuracy Levels
30% Reduction in Resource Usage
Cost Savings
