Leading Housing Finance Services Company

Challenge

  • High Resolution time and no single point of ownership due to multiple handoffs.
  • Missing critical events because of high volume.
  • Non-standard processes and limited best practices.

Solution

  • Implemented process changes by right-sizing the thresholds, eliminating unwanted alerts from actual incidents.
  • Enabled IT process Automation and effective use of tools leading to incident elimination.

Benefits

  • 200+ workplaces supported.
  • 81% decrease in event volume and 10% decrease in incident count.
  • 34% TTR reduction.
  • 100% automated request fulfillment.