ACL Digital Transformed IT Service Management for a Leading IT Services Company
Overview
A leading IT services company with over 1,000 employees across various locations faced challenges in efficiently managing IT Service Management (ITSM) activities. Their existing ticketing system required manual intervention, consuming valuable resources from support and network teams. ACL Digital partnered with the company to automate these processes, delivering transformative productivity, accuracy, and cost-efficiency improvements.
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Challenges
High Resource Utilization
The organization relied heavily on manual effort to verify and resolve support tickets, straining human and operational bandwidth
Inefficient Processes
The dependency on human intervention slowed turnaround times and created bottlenecks in resolving hardware and software issues
Scalability Concerns
With increasing ticket volumes, the existing system could not meet growing business demands effectively
Benefits
80% Reduction in Overall Effort
The automated system significantly decreased the workload on support teams
100% Accuracy Levels
The cognitive RPA bot ensured error-free ticket processing, enhancing service quality
30% Reduction in Resource Usage
Optimization led to a leaner, more efficient support team
Cost Savings
The organization achieved substantial savings in both technical and business operations
Benefits
80% Reduction in Overall Effort
The automated system significantly decreased the workload on support teams
100% Accuracy Levels
The cognitive RPA bot ensured error-free ticket processing, enhancing service quality
30% Reduction in Resource Usage
Optimization led to a leaner, more efficient support team
Cost Savings
The organization achieved substantial savings in both technical and business operations
