DRYiCE iAutomate was deployed by an American Fortune 100 Pharmaceutical company struggling with falling CSAT scores and reduced productivity. 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 increase in 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:
- Reduce Mean Time To Resolution by 68%.
- Introduce and institutionalize “Zero Touch” incident resolution culture
- 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
- Demonstrate cost savings
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