Our client, an American bio-pharmaceutical company with a global presence in over 110 countries, was facing multiple business challenges like an overburdened service desk, lack of automation to resolve trivial issues, and a poor employee experience, which was directly impacting productivity.
We leveraged the capabilities of DRYiCE AEX to provide a simplified user experience, improve enterprise productivity while reducing operational costs.
Our customer experienced significant results with AEX, such as:
- Improvement in Mean Time to Resolve by ~36%
- Reduction of ~26 FTE in end-user operations
- Auto-resolution of ~22% issues
- Saving ~48 man-years of service desk effort over 3 years
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