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


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

The Only Conversational AI And Automation Platform You’ll Ever Need

75% Improvement In Customer Satisfaction Rating90% Reduction In Employee Wait Time50% Of Tickets With End-to-End AutomationNew Revenue Channel Created With Conversational AI

The Only Conversational AI And Automation Platform You’ll Ever Need

75% Improvement In Customer Satisfaction Rating90% Reduction In Employee Wait Time50% Of Tickets With End-to-End AutomationNew Revenue Channel Created With Conversational AI