IT Automation Case Studies

Customer Saved Monthly in IT Operations Costs

$15M SAVED ANNUALLY IN IT OPERATIONS COSTS

“The tools we’ve been able to develop using the Resolve Platform have provided us continual monthly savings of over one million dollars.”

— Darin Tiemann, Manager Network Tools & Automation

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Customer IN NOC SAVINGS, PLUS 60% FEWER TICKETS

$1.8M IN NOC SAVINGS, PLUS 60% FEWER TICKETS

“Resolve accelerated the resolution process from more than 1800 minutes to one minute”

— Glenn Garbelman, VP Video Service & Operations

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600K INCIDENTS PROCESSED EVERY DAY

“We will be a leader from an automation perspective... With Resolve, we’re able to greatly reduce technician time per ticket, reduce customer call times, and lower MTTI & MTTR.”

— Greg Hadlock, SVP Network Control Center

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40,000 MAN-HOURS SAVED EVERY YEAR

“We are able to go out to 57,000 cell towers every 15 minutes and bring back status updates to our entire team reducing unnecessary truck rolls.”

— Ray Nettleship, Director, Operations Support & Network Management Systems

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$1M Saved Every Year

by replacing manual, reactive tasks with automated proactive workflows for one of the top three global credit card companies

63K Man Hours Saved

by replacing the work of 300 full-time engineers who would have been hired to manage 30% year-over-year network growth

$4000 Saved Every Day

by automating the validation and diagnosis of events generated by Netcool

83% reduction in MTTR

replacing the work of 14 FTEs by automating three incident use cases for a multinational IT equipment and services company

Customer FASTER RESPONSE (6 MIN TO 4 SEC)

99% FASTER RESPONSE (6 MIN TO 4 SEC)

“Resolve is the Swiss army knife of technology... it’s the tool that integrates with all of our platforms and has crossed the boundaries of the different [IT] silos...”

— Andre Foster, CIO

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Customer SAVED ANNUALLY + 30% FEWER CALLS

$1.2M SAVED ANNUALLY + 30% FEWER CALLS

“For the initial implementation of a single runbook, Resolve helped us to get a 21% reduction in customer calls related to HFC issues, a 46% reduction in ICOMS faults, and a reduction of 6.5k calls no longer escalated to the help centre.”

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Customer REDUCTION IN MTTR (60 MIN TO 3 MIN)

100% OVERTIME HOURS ELIMINATED FOR PORTING REQUESTS

“Automation has transformed and streamlined our operations, which has led to the elimination of costly overtime hours, improved service quality, and satisfied more customers”

— Bob Bruce, Syniverse Product Manager

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Customer REDUCTION IN MTTR (& IMPROVED CUSTOMER SATISFACTION)

50% REDUCTION IN MTTR (& IMPROVED CUSTOMER SATISFACTION)

“Resolve allows us to react to customer issues quicker so we’re seeing an improved customer satisfaction and improved MTTR.”

— Marion Wyand, Vice President Commercial Customer Solution Center