Case Study: Cadence Design Systems achieves faster ticket resolution and higher service efficiency with AutomationEdge

EDA Software Company Enhances Support Experience with Service Desk Automation

Cadence Design Systems, a leading EDA software and services company, faced major internal IT service issues after moving to Remedyforce: manual ticket categorization, no self-service portal, and a backlog from 20,000–30,000 tickets monthly that left only ~20% of issues being fully resolved. The delays and repeated follow-ups degraded service quality and forced management to seek a quick, cost‑effective automation solution; Cadence selected AutomationEdge as its enterprise process automation platform.

Using AutomationEdge, Cadence automated employee onboarding/offboarding (Cisco phones and Cisco Webex), group and alias management, and compromised‑credential remediation, deploying the platform rapidly via its drag‑and‑drop RPA/AI capabilities. The AutomationEdge implementation cut average ticket resolution from 17+ hours to 4 hours, delivered a 40% reduction in resolution time for automated tickets, increased resolution rates by 30%, drastically reduced backlog, saved USD 90,000 on Cisco phone account management, and helped remediate ~2,000 user accounts while improving customer satisfaction.

Cadence Design Systems