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Case Study: How a Global Consumer Goods Enterprise Transformed IT Operations with Intelligent Automation

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Overview

Managing IT operations across large consumer goods enterprises demands efficiency, reliability, and compliance.

This case study explores how a leading consumer goods organization implemented an intelligent IT automation platform to streamline operations, reduce manual intervention, and achieve a 45% reduction in IT support tickets.

By orchestrating automation across users, IT teams, and leadership systems, the enterprise improved device health, enhanced compliance posture, and aligned IT service delivery with core business goals.

The Challenge: Fragmented Systems and Growing IT Complexity

As the organization scaled, its IT landscape became increasingly fragmented. Multiple tools managed endpoints, compliance checks, and user support—each operating in silos.

This resulted in:

IT leadership needed a scalable IT automation solution capable of:

The Solution: Unified IT Automation and Orchestration Platform

To overcome these challenges, the enterprise deployed a smart IT automation and orchestration platform that unified people, processes, and technology.

1. Proactive Endpoint Automation

The platform executed background tasks such as disk cleanup, performance tuning, and patch verification—preventing common system issues before they triggered support tickets.

2. AI-Powered User Engagement

Employees received real-time device health and compliance scores with AI-based recommendations for self-healing actions like password resets and system updates.

3. Continuous Compliance Monitoring

The platform enforced compliance controls by tracking encryption, antivirus status, drive utilization, and cookie hygiene—ensuring continuous audit readiness.

4. Smart ITSM Integration

When critical events occurred, the system generated prioritized tickets in the existing IT Service Management (ITSM) platform, improving SLA adherence and response time.

5. Remote Remediation Capabilities

IT administrators could perform backend fixes remotely or involve users only when necessary, reducing downtime and operational friction.

6. Rapid Automation Bot Development

Using a no-code/low-code authoring tool, IT teams created automation bots in hours—accelerating digital transformation initiatives significantly faster than traditional scripting.

Results: Measurable IT and Business Impact

Outcome Impact
Support ticket reduction 45% fewer support tickets
Operational efficiency Reduced support costs and overhead
Employee productivity Improved uptime and faster resolutions
Compliance and security Stronger preventive monitoring and control
IT agility Faster deployment of automation workflows

Strategic Impact for IT Leadership

1. Cost Optimization

Reduced ticket volumes directly translated into lower support costs and freed up IT resources for innovation-driven initiatives.

2. User Empowerment and Experience

Proactive insights and self-service tools enhanced employee experience and reduced downtime.

3. Risk Mitigation

Continuous compliance monitoring enabled early detection of security and policy violations.

4. Business Alignment

Automation helped IT operations align more closely with organizational goals, making IT a strategic partner rather than a reactive support function.

Conclusion: Transforming IT from Reactive to Strategic

This case study demonstrates how intelligent IT automation platforms can transform large enterprise IT environments from reactive, ticket-driven models into proactive, value-driven ecosystems.

By connecting users, IT admins, and leadership through automation and AI insights, enterprises can:

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