Case Study: Smart Dubai achieves faster service desk resolution with AutomationEdge RPA

Smart Dubai reduces service desk dependency by 80% with AutomationEdge

The customer, Smart Dubai, a digital initiative of the Dubai government, was challenged with managing over 50 daily service requests for job creation and handling multiple manual validations. They sought to accelerate these processes and optimize service desk operations. To address this, they appointed the vendor AutomationEdge to implement its RPA solution.

AutomationEdge integrated an RPA bot with BMC Remedy Force to automate key business processes including supplier creation, new job title creation, and creating an employee as a supplier. This solution delivered significant results for Smart Dubai, including an 80% reduction in service desk dependency, 100% error-elimination in updating user information, and a reduction in service ticket resolution time from 15 minutes to just 1 minute.

Smart Dubai