Case Study

Mashreq Bank

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.

Mashreq Bank's Service Desk Automation


Improvement on TAT in
most cases


Tickets resolved per


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.

Automation Goals

  • 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 costs
  • Reduce turnaround times

Process Overview

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