Mashreq Bank : Modernizing Service Desk with Intelligent Automation2022-06-22T13:10:52+00:00
Modernizing Service Desk with Intelligent Automation
Mashreq Bank, Dubai’s third biggest lender, is the oldest privately owned bank in the United Arab Emirates with a growing family of 12 overseas offices in nine countries.
Improvement on TAT in most cases
Tickets resolved per month
Improvement in customer satisfaction scores
“ Using AutomationEdge the bank achieved end to end modernization of its service desk by automating over 100 use cases in diverse areas of End User support, User Access Management, Network, Data Center, Security, Application and Systems Support.
Reduce reliance on manual processes
Redraft service desk to be proactive in response
Ensure consistency and flawless execution of compliance norms
Improve customer satisfaction
Reduce turnaround times
Looking at the growing footprint of the bank as well as its sharp customer focus, a roadmap was laid out by AutomationEdge. After careful review, it became clear that the entire update needed to be done in phases.
Phase I: A plan was formulated to automate shared directory access, data requests, CRM access and of course the omnipresent Windows password functions. 13% of service tickets were automated.
Phase II: This phase included automating Health Check alerts, data sharing, data transfer, Web publishing and CMS publishing functions. More than 50% service requests were automated.
“ For the ease of use and powerful IT Automation capabilities, AutomationEdge was our clear choice. AutomationEdge has helped us automate an average of 10,000 IT Service Desk tickets per month.
– Venkatesha Murthy, VP – Technology, Mashreq Bank
Venkatesha Murthy shares his experience on Digitizing Service Desk Operations with RPA