Background
A Large MSP serving hundreds of customers across the globe. The managed service organization serves customers with standard and custom operating models. Standard operating model meant that all customers serviced with this model were managed with a standard set of tools, whereas custom model meant a diverse set of customer owned tools.
MSP’s team was responsible for the customer’s IT infrastructure and asset’s lifecycle management and day-to-day operations. Processes designed with humans in mind, existence of numerous management tools and the sheer volume/ frequency of requests was proving to be an impediment to the smooth operation of the MSP business.
THE CLIENT
The Largest American-based MSP
REGION
USA
TYPE OF WORK
IT Operations
INDUSTRY
Information Technology
MAIN TECHNOLOGIES
Automation Units, Integrations, Decision Units, Workflows
Key Challenges
Request Volume
High volume and frequent service turn-up, turn-down and change requests.
Human Factor
Human dependent processes that required collaboration between teams, leading to large lead times to complete requests.
Service Request
Unable to meet SLAs and arising business impact as a result of missed / delayed servicing of requests.
The need for Integrations
Each new customer acquisition meant a different set of tools that required integrations that existing automation investments couldn’t cope up with.
Work Process
The MSP has a team that would perform changes to the infrastructure upon customer request and then perform the corresponding changes on various tools.
Customers would place their service requests on a service portal, and the team would carry out the execution of the requests – a purely manual way of operating that required the team to work with numerous tools and systems before the customer’s request had been successfully completed.
Solution
The Botprise solution, with its off-the-shelf integrations into the numerous MSP and customer tools made easy work of modelling the entire onboarding process on the Botprise Smart Studio.
These automated processes were deployed as a series of SmartBots which were automatically called into action upon the occurrence of events from the customer service request portal or ITSM tools.
The MSP now has a solution to deploy changes to the existing process or develop new processes on a single platform regardless of the tools that are required to be integrated.
Outcome
The MSP is now able to deploy event and data driven automated solutions for customer and asset onboarding with close to 100 percent reduction in lead time for the associated service requests.
Botprise’s Smartbots now spearhead the various processes as a digital agent that takes on service requests and completes the tasks with improved and consistent SLAs regardless of the volume or frequency of these requests.
The MSPs team is now able to focus on business impacting operational issues thereby improving customer satisfaction and team morale.
Optimization? Improvement? Automation?
Do you want to optimize your product or learn how you can comfortably manage your business? Write to us!
Lead time reduction by 99%
Human involvement in operation process reduced by 95%
80% improvement in SLAs on operational issues