COGNIC’S RPA SOLUTION FOR A LEADING EUROPEAN IT MANAGED SERVICE PROVIDER
CUSTOMER
A prominent European IT managed service provider was offering support services to one of its leading industrial clients who had numerous employees working with both legacy and new applications. The first-line support team was handling over 15,000 calls per month, and a significant amount of time was being spent executing user administration tasks. Due to the complexity of systems and processes, the average time for each incident was almost 6 minutes, resulting in inefficient service and poor customer experience. To address this challenge, Cognic was approached to develop an RPA solution that could automate the process and significantly reduce execution time.
CHALLENGE
The IT-managed service provider faced the challenge of providing quick and efficient support to its industrial client’s employees who were facing issues related to user administration tasks. The complexity of the systems and processes made it difficult for the first-line support team to execute tasks quickly, resulting in poor customer experience and increased support costs.
Cognic developed an RPA solution using Automation Anywhere that could replace human agents with digital workers to complete user administration tasks. The solution was delivered within 2 weeks and was able to complete tasks in less than 50 seconds, resulting in an 83% reduction in execution time. The digital workers were able to navigate various systems efficiently to access, manipulate, and update information, providing quick and efficient support to the client’s employees.
Cognic’s RPA solution resulted in significant business benefits for the IT-managed service provider. The improved customer service and reduced support costs resulted in a tangible cost efficiency saving of an estimated €1M. The number of support technicians required was also significantly reduced, and some support technicians were redeployed to other business areas.
Cognic’s RPA solution was developed using Automation Anywhere, which is a leading RPA platform. The solution used digital workers to automate user administration tasks, resulting in improved customer service and significant cost savings.