The Client
The client is among the leading multinational optical retail chain based in the UK with operations in Ireland, Netherlands, Norway, Sweden, Denmark, and Finland. The company provides high-quality and affordable optical and hearing care.
The Challenges
The major challenges faced by the client were:
- The client was struggling to create a digital workplace with primitive IT support and wanted to introduce a unified modernized service desk and platform-based service delivery.
- IT service desks relied on manual processes that were slow and inefficient. Eye test investigating reports were taking a long time to be uploaded to the respective case tickets and closure of the active case in Service Now. The waiting time for resolving tickets increased to 3 days against the targeted resolution of 8 hours.
The Objective
Automation is now cutting mean time to repair, improving efficiency, enhancing the end-user experience, and saving money. The client had the vision to automate the process of managing the Eye Test reports received as scanned PDFs, doing some investigations on the same, and updating the ServiceNow tickets. The objective was to automate this process scope.
The Solution
- UiPath robotic process automation integration with ServiceNow helped the IT service desk team to close the active cases with reports received from retail stores.
- Reports were getting automatically attached to the active cases and issues were getting updated with the reports attached to the self-service portal. Thus, automatically closing the case.
- This helped them to deal with around 60% of problems more cost-effectively, with no or minimal human intervention to attach reports and close the tickets of active cases.
Business Process Diagram:
The Benefits
- Allowed 45% of service requests to be solved automatically.
- Cut average service desk call handling time by 30%.
- Improved customer satisfaction scores by 70%
