Industry: Automobile Company
Implementation Time: 5 Weeks*Client Background
The client is a large-scale automobile enterprise operating across multiple manufacturing plants, warehouses, and distribution centers. Their operations depend heavily on continuous network availability to support production systems, supply chain coordination, and dealer communications.
With geographically distributed sites, even a short network outage impacted production visibility, delayed reporting, and created communication gaps between internal IT teams and the external service provider.
Challenges
To bring service operations back to normal after network outages and quickly identify the root cause of failures, the organization needed a faster and more reliable ticketing mechanism.
Some of the Key Challenges
- Due to heavy human dependency, network outage incidents across multiple locations were reported late to service providers, leading to business disruption.
- High escalation rates occurred due to delays in ticket creation and resolution processes.
- Lack of centralized visibility into outage status across sites.
- Manual coordination increased response time and reduced operational efficiency.
Our Solution
An RPA-based automation solution to streamline and standardize the entire network outage detection and ticket processing lifecycle.
The automation workflow was designed to operate continuously, ensuring real-time response and communication.
- Bots continuously read network status data from the monitoring tools to identify locations experiencing downtime.
- Once an outage is detected, the bot automatically logs into the respective service provider portals and raises incident tickets with the required details.
- The system generates structured outage reports and immediately shares them with relevant stakeholders via email.
- Bot periodically checks ticket status updates from service provider portals.
- Updated status reports are automatically compiled and sent to stakeholders, ensuring full visibility until resolution.
Automation Benefits
The implemented solution delivered measurable operational and business improvements across IT service management functions.
