Written by Admin | Nov 8, 2020 6:30:00 PM
Synopsis
The key objective of the client was to expedite faster processing and update of their long-running financial transactions.
About the Client
The client is a US-based leading global provider of asset management, investment processing, and investment operations solutions, managing assets worth $809 billion for its customers.
Business Challenge
- Main challenge was to realize faster processing and update of long-running financial transactions
- Looking for faster completion of batch jobs
- Wanted to optimize processes and reduce dependency on resources
Our Solution
We implemented HIRO to achieve a high degree of ticket resolution automation:
- ITSM ticket is created manually when the process breaches the threshold
- Ticket is assigned to HIRO for resolution
- Root Cause Analysis is conducted to understand the cause of the issue
- Historical checks are conducted to find out the best resolution plan
- Approval is taken from the Lead to execute the resolution
- Auto-resolution of the incident, if approved
- Ticket is closed
Delivering More Value
- Fully automated ticket resolution
- End-to-end incident lifecycle takes 15 minutes for resolution
- Ticket resolution time reduced by 82 hours 45 minutes