Case Study: Global Credit Card Company boosts IT resolution and cuts tickets with Amelia IPcenter

Global Credit Card Company - Customer Case Study

Global Credit Card Company was struggling to resolve IT incidents quickly and consistently, relying heavily on manual support from onsite specialists. With limited labor resources and a constant flow of requests, the company turned to Amelia’s IPcenter platform, including IPmon and IPremote, to improve incident handling and reduce the burden on its IT team.

Amelia implemented IPcenter to automate support for L1 incidents and later expand coverage to L2 issues as well, while also scaling the environment to about 1,500 servers. The results were significant: from 2007 to 2014, Global Credit Card Company’s IT department saved over 300,000 man-hours, achieved a 90–97% autonomous resolution rate, and reduced registered tickets by 28% through better queue cleanup and ticket accuracy.