Case Study: Mashreq Bank achieves 90% faster turnaround and automates 10,000 service-desk tickets/month with AutomationEdge

Modernizing Service Desk with Intelligent Automation

Mashreq Bank, Dubai’s third-largest lender and the oldest privately owned bank in the UAE, needed to modernize and scale its IT service desk to reduce manual work, shorten turnaround times and improve customer satisfaction while maintaining compliance across a growing footprint. Mashreq Bank partnered with AutomationEdge to deploy intelligent automation across end‑user support, user access management, network, data center, security, application and systems support, targeting over 100 service‑desk use cases.

AutomationEdge rolled out a phased automation program—Phase I automated directory access, CRM and password functions and Phase II added health checks, data transfers and web/CMS publishing—resulting in automation of roughly 10,000 IT service tickets per month, up to 90% improvement in TAT in most cases and a 75% increase in customer satisfaction. The AutomationEdge solution delivered end‑to‑end service desk modernization, reduced costs and ensured consistent, compliant execution.

Mashreq Bank

Venkatesha Murthy

Vice President – Technology