Accelerating Incident Resolution by 15% for a Global Manufacturing Company
Client Overview
A global manufacturing organization that produces high-performance materials for everyday essentials, with a strong focus on premium branded fiber.
Its operations span complex production environments where approved change execution and P1/P2 incident handling directly affect stability and compliance. Managed daily by business and IT teams, these processes rely heavily on timely communication and tight coordination.
In practice, the client had limited real-time visibility and required a standardized, automated way to manage both lifecycles.
Execution Gaps Across Change and Incident Operations
Both processes were already supported by systems and procedures, but execution still depended on manual coordination.
They needed hyperautomation to reduce these handoffs and keep work progressing without constant intervention.
Teams relied on emails, follow-ups, and status checks to keep work moving.
Notifications were sent late, updates were inconsistent, and delays surfaced only after timelines slipped.
The problem wasn’t approval or ticket creation; it was everything that happened between steps.
Each handoff introduced gaps, manual updates consumed time, and closures depended on people remembering to follow up.
They tried tightening controls and working within existing tools, but results didn’t improve.
Operational Expectations for Reliable Process Outcomes
Execution could no longer depend on individuals remembering to notify, update, or follow up. Communication, tracking, and ownership had to be built into the process itself.
A governed, automated notification process to eliminate manual delays across change and incident workflows.
Timely pre-change and in-incident communication, including scheduled reminders.
Real-time visibility into implementation and incident progress, especially for P1/P2 scenarios.
Proactive alerts when timelines extended or escalations were triggered.
Standardized lifecycle tracking from creation through review, resolution, and closure.
To provide standardized status updates at every stage of the process for all stakeholders.
Hyperautomation That Reinstated Process Discipline
Indium treated change management and incident workflows as execution problems. Hyperautomation brought approvals, communication, tracking, and closure into one reliable flow. This is how it was delivered.
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Automated Execution Kickoff
Configured automated flows in ServiceNow to trigger notifications immediately after CAB approval and upon incident creation or escalation. This ensured execution began on time without waiting for manual communication.
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Pre-Change and In-Incident Communication
Enabled scheduled pre-change reminders with notifications sent 3 days and 1 day before the scheduled change date, along with standardized communications during incident lifecycles. This kept stakeholders informed at the right times.
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Real-Time Implementation and Incident Tracking
Provided real-time updates when change implementation started and continuous visibility into P1/P2 incident progress, allowing teams to track execution as it unfolded.
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Proactive Alerts for Delays and Escalations
Set up proactive alerts to notify stakeholders when change timelines extended or incidents escalated, reducing delays caused by late awareness.
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Standardized Status Movement
Implemented automatic status transitions to review and resolve after implementation completion, for a consistent progression and controlled closure.
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Business and IT Collaboration
Provided aligned mail communication for business and IT users, supported by automatic Teams meeting links for real-time collaboration during critical incidents. This operated within a centralized, transparent workflow that reduced manual overhead and resolution time.
Eliminating Notification Delays and Standardizing Lifecycle Progression with Hyperautomation
With hyperautomation in place, approved changes moved through implementation to closure without delays caused by missed notifications or manual follow-ups.
Using ServiceNow and Power Automate, critical incidents progressed faster with immediate visibility, standardized updates, and built-in collaboration between Business and IT teams.
20% Reduction in Change-Related Delays
Structured pre-change communication and live execution tracking minimized schedule slippage.
15% Acceleration in Post-Implementation Closure
Automated progression to review and resolution accelerated closure cycles that reinforced audit readiness.
15% Compression in Incident Resolution Time
Faster visibility and synchronized collaboration reduced time lost in coordination during critical incidents.
25% Decline in Missed Escalations
Proactive alerts and lifecycle-based status updates reduced reliance on manual escalation tracking.
20% Uplift in IT Team Productivity
Lower coordination overhead allowed teams to redirect effort toward resolution-focused work.
Stronger Compliance and Audit Readiness
Centralized, traceable workflows reinforced governance and consistency across executions.
Process Friction vs. Hyperautomation Flow
Bringing Automation in Sync with the Business Rhythm
Internally, we have seen that automating chaos only creates faster chaos. Hence, we always start by understanding the business rhythm. Despite having robust platforms like ServiceNow, the client’s change management and incident workflows were bogged down by manual handoffs and visibility blackouts.
We came in to act as process architects, mapping the end-to-end lifecycle to identify exactly where manual intervention was breaking down. Our intelligent automation team applied hyperautomation to connect the dots between approval, notification, and resolution.
This demonstrated that when you automate the process rather than just the task, business results follow naturally.
About Indium
Indium is an Al-driven digital engineering company that helps enterprises build, scale, and innovate with cutting-edge technology. We specialize in custom solutions, ensuring every engagement is tailored to business needs with a relentless customer-first approach. Our expertise spans Generative Al, Product Engineering, Intelligent Automation, Data & Al, Quality Engineering, and Gaming, delivering high-impact solutions that drive real business impact.
With 5,000+ associates globally, we partner with Fortune 500, Global 2000, and leading technology firms across Financial Services, Healthcare, Manufacturing, Retail, and Technology-driving impact in North America, India, the UK, Singapore, Australia, and Japan to keep businesses ahead in an Al-first world.
