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:
- Automatic resolution of over 362,000 tickets
- Reduction in Mean Time to Resolution (MTTR) by 51%
- Saving of over 89,000 man-hours annually
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