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 andIncident Operations
Achieving predictability and control across two closely linked processes became critical: executing approved changes on time and resolving critical incidents quickly.
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.
01
Teams relied on emails, follow-ups, and status checks to keep work moving.
02
Notifications were sent late, updates were inconsistent, and delays surfaced only after timelines slipped.
03
The problem wasn’t approval or ticket creation; it was everything that happened between steps.
04
Each handoff introduced gaps, manual updates consumed time, and closures depended on people remembering to follow up.
05
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.
01
A governed, automated notification process to eliminate manual delays across change and incident workflows.
02
Timely pre-change and in-incident communication, including scheduled reminders.
03
Real-time visibility into implementation and incident progress, especially for P1/P2 scenarios.
04
Proactive alerts when timelines extended or escalations were triggered.
03
Standardized lifecycle tracking from creation through review, resolution, and closure.
04
To provide standardized status updates at every stage of the process for all stakeholders.
Claims Teams Got Out of Coordination Mode
The client now manages claims operations through a more connected workflow across dispatch, inspections, and customer communication activities. Their teams spend less time coordinating updates manually and more time keeping claims moving through the process.
The new setup gives insured customers better visibility into claim progress and helps the client manage claims operations more consistently throughout the process.
Claims dispatch activities moved through an automated workflow and reduced dependency on manual coordination and repetitive operational follow-ups.
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.
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.
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% Compression in Incident Resolution Time
Faster visibility and synchronized collaboration reduced time lost in coordination during critical incidents.
Mapping the data landscape
We began by meticulously understanding the existing data flows ("AS IS") from the policy issuance and agency systems into the designated data platform (data warehouse or data lake). This comprehensive mapping exercise ensured a seamless data integration process.
25% Decline in Missed Escalations
Proactive alerts and lifecycle-based status updates reduced reliance on manual escalation tracking.
25% Decline in Missed Escalations
Proactive alerts and lifecycle-based status updates reduced reliance on manual escalation tracking.
Stronger Compliance and Audit Readiness
Centralized, traceable workflows reinforced governance and consistency across executions.