DRYiCE iAutomate was deployed by a US-based non-profit health consortium struggling with reduced productivity, complex and aged infrastructure for customer service, support operations, and manual incident resolution. The client was also experiencing a high error rate due to the manual resolution of large volumes of incidents and change requests. Absence of a mechanism to predict the nature and volume of the incoming tickets resulted in improper utilization of resources and an increase in the cost of operations.

DRYiCE deployed iAutomate to empower the client to handle complex, repetitive incidents efficiently by building a predictive, automated incident response infrastructure. With this solution in place, the client was able to:

  • Achieve zero-touch resolution in several weeks
  • Resolve 88% incidents autonomously
  • Reduce Mean Time To Resolution by 60%
  • Free up thousands of hours by capturing and automating those best practices they knew were tried and true and release that enterprise knowledge in reusable runbooks.

 

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