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


Download the case study to read the complete customer journey.

Download

I wish to be contacted by a DRYiCE representative over phone
By providing your contact information and clicking 'submit', you authorize DRYiCE to store your contact details and contact you with information on case studies, whitepapers, events, webinars, newsletters, announcements and other relevant updates.