DRYiCE iAutomate

Reduced manual resolution time by 50% for a Fortune 500 medical technology company

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:

Automatic resolution of over 149,000 tickets
Reduction in Mean Time to Resolution (MTTR) by 88%
Saving of over 82,000 man-hours annually

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