How BCX Went from Eight-Day Service Turnarounds to Two Hours with Resolve

Organization Profile

Partner: BCX
Role: Telecommunications and digital solutions provider
Industry: Telecom / IT Services
Users Supported: 127,000
Region: EMEA

Reducing Operational Pressure in a Human-Driven Service Environment

Like many large service providers, BCX operates a high-volume IT operations environment where both desk agents and NetOps teams handle a constant stream of requests. The organization’s IT operations command center is responsible for both service desk and first-line NOC responsibilities; to that end, it supports a large range of enterprise systems and customer environments.

This environment spans multiple systems and tools, requiring teams to coordinate work across infrastructure, networking, and user administration workflows. As a result, much of the operational burden falls on human effort across disparate systems.

In many cases, non-purpose-fit systems further increased complexity, making both tooling and human labor primary operational cost drivers.

"Our operational expenses were quite high, and then we had everybody’s eyes on us in terms of saying ‘how do we reduce costs’?” explained Tshepo Khabele, manager of BCX’s IT operations command center. “These areas are largely driven by humans, so the human cost is really the biggest driver."

BCX simultaneously faced another mounting challenge: attrition. As staff turnover increased, maintaining client service levels with fewer resources became increasingly difficult.

BCX leadership began looking for ways to remove repetitive, manual work from agents while maintaining operational stability.

Discovering an Automation Platform That Could Work Across Systems

BCX initially explored internal automation initiatives and evaluated tools used for RPA. While these tools offered potential for automating individual tasks, the team found they were not sufficient for the complexity of their environment.

What BCX needed was a platform capable of orchestrating work across multiple systems. That’s when they discovered Resolve.

"What impressed us was the fact that it wasn’t just an RPA platform,” Khabele said. “We had many systems that we needed to work with."

That multi-system requirement is why orchestration is so critical to BCX. The company supports customer environments that span infrastructure, networking systems, and user administration workflows, all of which generate significant service desk volume.

Among the highest-volume processes were identity lifecycle tasks such as joiner, mover, and leaver workflows: user onboarding, role changes, and offboarding.

Automating High-Volume Service Desk Workflows

Once Resolve was deployed, BCX began targeting the operational areas generating the largest ticket volumes.

One of the earliest initiatives focused on high-impact incident management, where automation identifies priority incidents and triggers outbound alerts. In high-volume environments, even small delays in recognizing critical issues can result in service penalties.

"The sheer volumes that go through this environment while expecting humans to always get it right was a bit of a challenge,” Khabele explained. “We've been able to avoid penalties since we've implemented the solution."

Another major focus area was email-driven service requests. Approximately 55% of BCX’s incoming service desk requests arrive via email, creating a significant administrative burden.

To address this, BCX implemented intelligent email ingestion automation, enabling Resolve to automatically capture, categorize, and process incoming requests. The organization also deployed system-to-system email automation, eliminating what Khabele refers to as “swivel-chair work” (manually transferring information between systems).

Transforming Identity Management Workflows

One of BCX’s key automation initiatives focuses on employee onboarding, role changes, and offboarding for major enterprise clients.

Prior to the automation proof-of-value, these processes relied on extensive manual coordination across multiple systems and teams. Following the implementation of Resolve-powered proof-of-concept workflows, BCX demonstrated the ability to reduce turnaround times from approximately eight days to around two hours.

Compressing request fulfilment from days to hours represents a significant operational improvement for organizations managing large user bases and frequent workforce changes.

Delivering Measurable Cost Savings

Automation has also delivered tangible financial impact.

By automating high-volume workflows such as email ingestion and ticket handling, BCX estimates annual operational savings of approximately R9.2 million.

Beyond direct cost reductions, automation enables BCX to sustain service levels despite staff attrition, without increasing operational headcount. It also helps mitigate the risk of approximately R1.2 million in contractual penalties associated with delays and missed service expectations.

Expanding Automation Across the Organization

BCX views its current Resolve deployment as just the start. As automation continues delivering results in the IT operations command center, interest from other business units across the organization is growing.

"There’s huge appetite for BCX to leverage Resolve outside my current environment,” Khabele said. “Other departments are already interested in having similar implementations done."

BCX is also exploring additional automation opportunities, including password reset workflows and data center operations.

A Partner’s Perspective: Start with the Real Operational Pain Points

Reflecting on the implementation journey, Khabele believes organizations considering automation should begin by carefully analyzing their operational environments before selecting tools.

He emphasized the importance of understanding where automation will deliver the greatest impact before moving forward.

"Take time to understand your environment. Plan and prioritize where you should potentially be achieving the greatest results," he summarized.

With that approach, BCX continues expanding its automation initiatives while demonstrating how orchestrated automation can improve operational efficiency, reduce costs, and accelerate service delivery for its customers.

Ready to Bring Intelligent Automation to Your IT Operations?

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