Case Study: Hexaware achieves faster ITSM automation and 80x ticket resolution with arago GmbH's HIRO

Hexaware - Customer Case Study

Hexaware, a leading provider of IT, BPO and consulting services headquartered in Mumbai, wanted to break down silos between IT and business by automating and cloudifying as much as possible. To support scalable automation across multiple processes, Hexaware partnered with arago GmbH and its HIRO Knowledge Automation platform to handle repetitive IT service management work such as incident and service request tickets.

arago GmbH implemented HIRO by teaching it processes like a new employee, starting with 28 IT incident and client service request tasks such as account unlocks and new email creation. The solution now resolves ITSM incidents, problems and service requests with more than 80% automation, cuts average ticket handling time from 6 minutes to under 1 minute, operates up to 80x faster than humans on individual tickets, and freed about 30 FTEs for higher-value work.

Hexaware

Satyajith Mundakkal

Vice President of MarketingHead of Global Delivery and Automation