Case Study
Wilsonart
Revolutionizing Service Desk Operations with RPA Bots
Headquartered at Temple, Texas, Wilsonart is a renowned manufacturer of high-pressure laminates and engineered composite materials. It serves through 20 office locations with an employee strength of 4500.
95%
Manual efforts reduction in service ticket resolution
100%
Error-free service desk operations
2 Hours to a Few Seconds
Reduction service desk request processing TAT
Scalable design to handle high volume service requests
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Accelerating service desk operations and providing 24/7 operational support for ticket resolutions is one of the challenges. To enhance the service desk operational efficiency, AutomationEdge RPA bots, including AE-RemedyForce integrated market app.
Automation Goals
- Accelerate service desk operation
- Fast-track new account creation process
- Reduce manual dependency in database access
- Provide error-free resolution in the lowest TAT
- Quick processing of shared folder access
Process Overview
Managing high volume data and reducing turnaround time in service desk requests resolution was on the agenda for Wilsonart that made it get AutomationEdge onboard.
In the initial assessment, AutomationEdge identified the best RPA bot candidates that were struggling to get operational efficiency because of the heavy volume of requests, manual intervention, erroneous output, and high turnaround time. These processes were then integrated with RPA bots. These processes are:
- New AD account creation
- Email account creation
- Group drive/Group folder access
- Database access- Oracle 8i