Automation for Enterprise Businesses of a Fortune 500 Company
Overview
The client is one of the largest Global and India conglomerates with businesses traversing energy, petrochemicals, textiles, natural resources, retail, and telecommunications. It’s a Fortune 500, highly profitable company with a market capitalization exceeding $100bn. Amongst its many offices, the client also owns one of the largest sprawling campuses in the financial capital of India.
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The Challenge
With its vast employee and engagement facets, the client had multiple challenges on business to technology coherence, scalability and agility. The client was seeking to use Automation to enable the large teams, vendors, partners etc. Two of the key automation challenges were
VPN access challenge
Pain areas were continuous follow ups, time taken for VPN access to clients. Manual efforts were very high and it was error prone. All the service requests were being captured on excel sheets.
Wi-Fi & Device Access
Access needed to be provided manually to customers and end users for Wi-Fi, Printers, Projectors etc. For example: Hospital patients and their relatives. For Guests, visitors, consulting/temporary employees to the Enterprise Offices & Campuses the provisioning of Wi-Fi was usually not possible, unless specific requests were provided, and it took a long time thus inconveniencing and not enabling any visitors for meetings etc.
Solution
- ACL was responsible for managing incidents and service requests. We saw many tickets piling up due to certain issues such as incorrect follow-ups, group assignments, tickets not getting updates properly leading to delay in service a lower CSAT.
- We automated the management of service requests through the creation of a ‘form” that was hosted on the intranet. Earlier users were calling for service request registration. The same was automated through entering the details in the form. The form has easy drop-down lists of service categories, FAQs were provided. Status updates are easily available.
- Reports are available. With each trigger on the resolution, the form gets continuous updates. Automation of reminder emails to the resolution SPOC. Tickets are created automated. The application was developed on PHP as a backend and Drupal as a front end. Integrations were done with HPSM, Active Directory, Email system.
- The moment a guest provides verified ID and is entered into the VMS, the guest gets provisioned for Wi-Fi access
- The application was developed to integrate the phone number to an SSID that was generated after the guest enters the respective business premises
- This also integrates the projector and printer access to the visitor ID created for specific areas
- The application was developed on PHP as a backend and Drupal as a front end
- The visitor access would get verified via an OTP that when entered into the application would provide all the accesses
- All manual effort was reduced by integrating with multiple tools like: SAP, VMS, CISCO systems, Active Directory, HPSM tools, Email system, SMS gateway
Outcomes
The following were the benefits delivered through these automations to the client
VPN Provisioning Automation
- Faster Provisioning: 95% faster resolution
- Automation of Reminder emails led to lowered efforts. No manual follow-ups required
- Auto provisioning of user in the specific groups
- Auto-decommissioning of the users
Wi-Fi Access Provisioning
- Faster Provisioning
- Zero manual efforts
- Access tracking and reporting brining greater transparency and accountability
- Dynamic Access quota and site restrictions can be applied
