Case Study: Cadence Design Systems improves service desk resolution with AutomationEdge

Cadence Design Systems cuts ticket resolution time by 13 hours with AutomationEdge

Cadence Design Systems, a leading multinational electronic design automation software company, faced a challenge in managing the high volume of service desk tickets for its internal operations. The lack of a self-service portal meant that only 20% of the 20,000 to 30,000 tickets logged each month could be sorted, creating a significant productivity gap. To eliminate manual dependencies and improve resolution times, they turned to AutomationEdge for a process optimization and automation solution.

AutomationEdge implemented Robotic Process Automation (RPA) to automate key service desk processes, including employee onboarding/offboarding and self-service alias management. This solution automated the acknowledgment, assignment, and resolution of tickets. As a result, AutomationEdge helped Cadence achieve a 13-hour reduction in average ticket resolution time, a 30% increase in the service ticket resolution rate, and saved the company $90,000. AutomationEdge was able to address 40% of all tickets using AI and automation.

Cadence Design Systems