The client, a major American medical technology company that manufactures and sells medical devices and instrument systems headquartered in New Jersey was struggling with the management of a complex, heterogeneous IT infrastructure and application landscape. In addition to it the customer satisfaction rate was continually falling due to long incident resolution cycle and low first-call resolution.
We deployed DRYiCE iAutomate that empowered the client to handle multiple technologies and manage different vendors efficiently. Additionally, end-to-end automation helped improve the accuracy rate of resolutions.
With DRYiCE iAutomate, the client experienced:
- Improved Mean Time to Resolution (MTTR) by 50%
- Over 20% reduction in change failure
- Over 20% improvement in SLA adherence
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