About the company

This Company is a global IT services and solutions provider that offers digital transformation, IT consulting, application development and maintenance, and data analytics services to clients in various industries, including banking and financial services, health care, manufacturing, and retail. The company was founded in 1995 and is headquartered in India, with a presence in North America, Europe, Asia Pacific, and the Middle East.

Problem Statement

For IT incidents and service requests

The IT support team was facing an overwhelming amount of incidents and service requests, averaging at least 2000 per/month. This led to a huge amount of manual effort and time spent by the admins, with each ticket taking an average of 30 minutes to resolve. As a result, the admins were spending a total of 80% of their time on resolving these issues, leading to a significant drain on resources and reduced efficiency in other areas of IT support.

For asset verification

The manual asset verification process was a significant drain on resources and resulted in wasted time for IT administrators. On average, each asset verification took approximately 15 minutes to complete, and with a large number of assets to manage, this process resulted in over 50 hours of manual effort per month. Additionally, the manual process was prone to errors and inconsistencies, leading to further delays and inefficiencies in IT operations.

[ Also Read : Reducing IT Support Incidents and Manual Asset Verification Efforts for a Leading Global IT Service Provider with Anakage’s Proactive Cobot Solutions ]

The Solution

Anakage used automation to tackle repetitive IT support issues, resulting in a 30% reduction in overall incidents and service requests. With the automated solutions in place, end-user computer downtime was reduced, and IT engineers were able to focus on higher-level issues, improving overall efficiency and service for the organization.

1. Anakage analyzed the IT support data and identified several repetitive and frequently occurring level 1 support issues that could be automated.

2. The team developed custom solutions using Proactive Cobot to automatically detect and resolve these issues without user intervention.

3. The solutions resulted in an impressive 30% auto resolution in overall incidents and service requests, indicating their effectiveness.

4. End-user computer downtime was drastically reduced, leading to increased productivity and user satisfaction.

5. IT engineers were able to focus on more complex level 2 and higher issues, resulting in higher efficiency and improved service for the organization.

 [ Also Read: IT Automation – Deciding What to Automate ]

 Here are some points on how Anakage helped in reducing the time and money spent on asset verification

1. Anakage analyzed the asset verification process and identified the areas that could be automated to reduce the manual effort and time spent.

2. Anakage built a custom solution that automated the process of collecting machine information. This allowed users to self-declare some information while the tool collected the rest of the information automatically.

3. By automating the asset verification process, Anakage reduced the time spent on asset verification by 50%, allowing IT admins to focus on other critical tasks.

4. The automated asset verification also helped to reduce the errors and inaccuracies in the machine information, leading to better asset management and cost savings for the company.

5. Overall, Anakage’s automated asset verification solution resulted in significant time and cost savings for the company, improving the efficiency and productivity of IT support teams

 Takeaway

Don’t let IT support issues slow down your business. Let Anakage’s custom automation solutions help you streamline your IT support and reduce downtime for your employees. Contact us today to learn more about how we can help you optimize your IT support and free up your IT engineers to focus on higher-level issues.

With our proven track record of success in reducing support incidents and service requests by 30%, you can trust Anakage to deliver results for your organization. Schedule a demo today to see our solutions in action and take the first step toward improving your IT support operations.