Optimized IT support & incident resolution framework for a European packaging major
Headquartered in the United Kingdom, the client is a multinational food packaging and processing company with a robust global presence.
As the company grew in size and IT capabilities, the client was struggling with faster resolution of system issues, higher costs of maintenance, and optimized use of human resource bandwidth.
Given the high system complexities, it became crucial for the client to establish a fast and reliable conduit of resolving system incidents, as well as increase system availability. There was also a need to eliminate redundant variations of the quality of interventions, foster a data-driven approach to pinpoint issues proactively, and remove persisting grey areas in the business IT landscape to ensure system competence.
Having undertaken innumerable transformation challenges in the Data Analytics & Data Science (DA/DS) space for Fortune 500 companies, team YASH took up the mission to construct a system running on highly-accurate data streams. The team made it intuitive enough to recommend appropriate resolution measures for issues raised by end-users. From leveraging Microsoft SQL Server Analysis Services (SSAS) data mining tool, accelerating the entire process with a chatbot, to implementing a full-scale Microsoft Power BI suite, team YASH ensured that abundant approaches were recommended to solve issues with data-driven insights.
Automating support interactions end-to-end helped the client achieve significantly lower turnaround time and minimal system downtime. With the repetitive-task loads drastically reduced, the IT resources could now be deployed in more strategically rewarding areas. Furthermore, strategic digital assets including data cubes and chatbots helped resolve queries and issues with zero-human involvements in a short span.