DRYiCE iAutomate was deployed by a French multinational oil and gas company struggling with falling CSAT scores, reduced productivity, and manual incident resolution. The client was also experiencing high error rate due to the manual resolution of large volumes of incidents and change requests. The management of a complex IT landscape consisting of multiple vendors supporting different technologies led to increasing cost of IT operations.
DRYiCE deployed iAutomate for empowering the client to manage multiple technologies and vendors efficiently. Additionally, end-to-end automation helped in improving the accuracy rate of resolutions. With this solution in place, the client was able to:
- Automated the accurate and consistently communicated resolution ~35% of incidents.
- Introduced and institutionalized “Zero Touch” incident resolution culture.
- Streamlined workflows, automated or not, thus allowing the Human Resources department to work on more creative ways to improve employee and customer satisfaction.
- Freed up thousands of hours by capturing and automating those best practices they knew were tried and true, and released that enterprise knowledge in reusable runbooks.
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