Automation as a Success Driver in Service Management

When introducing new IT systems, two different yet common scenarios often arise. 

First, the system must be more readily accepted and actively promoted. The second is where the system is so favoured that the infrastructure and personnel capacity are quickly surpassed. It is, therefore, essential to scale up promptly in an organized, secure, and sustainable way.

In 2015, a global automotive company from Germany was challenged by the increasing demand for their internal collaboration and continuous integration/continuous delivery (CI/CD) platform. With a 20-fold increase in users, the platform was put under tremendous strain, with the team and the platform close to reaching their limits.

Thanks to DEMICON's support, our client was able to automate and revise processes effectively, enabling them to scale their service management platform. The outcome was remarkable efficiency gains and increased productivity. In addition, this freed up time for the team to focus on crucial tasks such as customer contact, consulting and further platform development.

Benefits for our client:

• Improved efficiency through automations
• Increase in employee productivity and enhanced processing quality through freed-up resources
• Faster response time and significant cost savings
• Highly satisfied customers and service level employees 
  
  

The project, which has been ongoing since 2015, has been a successful collaboration, mainly due to the comprehensive expertise of DEMICON. 

This Success Story demonstrates how we adjusted the platform and processes to allow the team to achieve multiple measurable successes while remaining the same size: through faster response times, improved processing quality, and an efficiency boost that freed up resources for other vital topics.

DOWNLOAD THE SUCCESS STORY HERE: