Fortune 500 Financial Services Firm Saves $1.4M by Replacing Complex, Insecure Scripts with Intelligent Automation

Organization Profile

Industry: Financial Services
Company Size: 5,000+ Employees
Region: United States
Services: Investment and business solutions supporting over 21,000 financial advisors nationwide, with a focus on wealth management, operational enablement, and advisor productivity

Scaling Smarter: Simplifying IT and Amplifying Automation

A leading provider of investment and business solutions that supports more than 21,000 financial advisors across the country needed to regain control of IT incidents being routed through the company's IT Service Management (ITSM) team to its Infrastructure and Operations (I&O) team, simplify complicated IT processes, and more quickly and easily scale automation.

Facing Complexity and Problematic Scripts

The ITSM team was inundated with requests, most of which had to be routed to their I&O team. While they had some respite in the form of scripts, these scripts created more work as they were not audit-friendly or secure. Too many of them were complex and long, owing to the multiple systems with which they had to connect.

The majority of IT incidents reported were based on key issues from the firm's Windows-based services:

• Disk space issues
• Server and service problems
• Password resets
• Account unlocks
• VMware resets
• Outdated knowledge base articles

As the team couldn't keep working with pain points caused by scripts and complexity, automation emerged as the ideal solution for much-needed change.

Making Automation a Priority

The firm acknowledged the need to make automation a strategic priority. They added an all-new role to the team: VP of Tech Automation. This leader, responsible for creating and scaling automation, found Resolve Actions to be the perfect fit—with its power to help future-proof the business as automation complexity grew.

The solution eased current problems and automated the unmanageable volume of repetitive tasks and processes, particularly in incident response. Resolve Actions unlocked positive changes, including:

• Improved efficiency
• Greater confidence within the entire IT team
• Notable process standardization
• More consistency in service level agreement (SLA) metrics
• Fewer incidents

Putting Automation to the Long-Term Test

When the institution began its automation journey with Resolve, they had a big, audacious goal: to build an automation Center of Excellence (COE) to scale faster and accelerate automations into production.

At the time, a small but mighty team of three made remarkable developments with the ITSM and IT Operations teams and got creative with their existing capacity. Resolve Actions made onboarding new COE team members easy and drastically shortened the learning curve with its drag-and-drop workflow builder and foundational knowledge base. It only took a week to get new team members up to speed.

Three other automation silos existed within the organization, and with Resolve Actions, that long-term goal was reached: one automation team that manages all automations for the business. Serving as an orchestrator, Resolve Actions unified existing automations, pushing efficiency beyond what the IT team thought was possible.

Scaling Automation to Achieve Big Results

The IT team started small, building and running automations on Resolve Actions. The next move was to integrate these automations with their ticketing platform. From there, Resolve's Automation Exchange helped them scale further by connecting with their observability and Identity and Access Management (IAM) tools. Integration packs from Automation Exchange unlocked new heights of scaling—even with less time and fewer people.

Results include:

• $1.4 million in cost savings over a three-year period
• 20% average reduction in outages
• 80% average reduction in mean time to resolution (MTTR) for high-severity incidents
• The ability to scale with less time and fewer people
• Greater efficiency across systems, processes, and team productivity

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 financial services leaders like this one are redefining operational efficiency with Resolve.