Automation Pilot Program Helps Top 10 Global Bank Save $1 Million Annually
Organization Profile
Industry: Financial Services
Company Size: 200,000+ Employees
Region: Global (Headquartered in Switzerland)
Services: Private banking, investment banking, and asset management across 50+ countries
Eliminating Operational Waste Through Automation
With growing complexity across its global IT ecosystem, the bank sought to make a measurable impact on productivity and cost efficiency—starting with IT operations. Manual processes were a significant bottleneck. Repetitive work, cross-functional inefficiencies, and fragmented workflows slowed teams down and inflated ticket volumes.
The bank needed an intelligent, flexible automation solution that could transcend silos and evolve with the organization. More than just a toolkit, they required a strategic partner—one that understood the intricacies of IT operations and could unlock value from within the processes themselves.
Starting Smart with a Scalable Pilot
The bank launched a strategic automation pilot within its IT command center, targeting the most time-consuming and repetitive tasks. This pilot spanned 17,000 users and was designed to prove value quickly, without locking the team into narrow or rigid use cases.
Resolve Actions was selected to lead the initiative, offering:
- Scalable orchestration across disparate systems
- Guided workflows and intelligent decision automation
- Real-time automation triggers from incidents and end-user actions
- Cross-environment support, such as provisioning for both VMware and Microsoft platforms
- A sustainable way to curate and maintain knowledge over time
Resolve's platform also allowed the bank to build automation in layers—laying a foundation that future automation projects could integrate with, preventing duplication and accelerating returns.
Results from a Future-Ready Pilot
Within a year, the pilot program delivered dramatic results:
- 60% reduction in ticket volume
- $1 million in annual savings
- Automation of the work previously done by 10 full-time operations staff
- Up to 50% faster incident handling time
- Up to 30% reduction in incident volumes
- Fewer unintended incidents due to process standardization and error prevention
The bank's Global Service Desk KPIs improved significantly, setting a benchmark for future automation initiatives and helping internal teams make the case for broader scale.
Building Momentum Beyond the Command Center
One of the most strategic outcomes wasn't just time or cost savings; it was the creation of an automation foundation that could now support other departments. With Resolve, the bank avoided creating siloed automations that wouldn't scale. Instead, they established reusable building blocks that are already supporting new projects beyond the command center.
Resolve's intuitive workflows, robust integrations, and human-on-the-loop capabilities allowed teams to automate confidently, without sacrificing control, compliance, or security.
Ready to Achieve Similar Results
Check out Resolve Actions to discover how IT automation and orchestration can drive real results for your organization—or request a custom demo to see how leading financial institutions are redefining operational efficiency with Resolve.
