Problem statement
- Service provider or enterprise companies manages high volume of support tickets and repetitive issues would require dedicated IT staff to provide the necessary actions and solutions on time to ensure running the daily business operations to meet company SLA.
Challenges
- Receiving huge number of requests daily would require a team to manage
- Handling the issue across helpdesk systems, and managing the communication through emails, telephone….etc
- Reporting and logging the IT issues/user’s requests through the helpdesk systems
- Limited number of requests to complete per day.
Resolution
- Introducing RPA has been a great value to manage the whole process (24/7), non-stop, accurate, no backlog
- iBot receives the user request through WhatsApp, Teams & Emails, then logs the requests in the helpdesk system
- iBot will complete the predefined tasks including managerial approval process if required (reset password, email issue)
- Once the task is completed, iBot will send confirmation email to the end user
Results
- iBot managed to complete 5x requests daily without any IT staff intervention
- Better SLA leads to user’s satisfaction
