Case Study: Wilsonart achieves 95% manual effort reduction in service request resolution with AutomationEdge

Wilsonart’s Achieved 95% Manual Effort Reduction in Service Requests Resolution with Automation

Wilsonart, a global manufacturer of high-pressure laminates and engineered composite materials headquartered in Temple, Texas (20 offices, ~4,500 employees), faced time-consuming, validation-heavy service desk processes—AD account creation, email provisioning, group drive access and Oracle database access—plus the need for 24/7 ticket resolution. AutomationEdge was engaged to address these challenges using RPA bots and its AE-RemedyForce integrated market app to automate repetitive service request workflows.

AutomationEdge implemented bot-driven automation for AD account creation, email account setup, group drive access and Oracle 8i provisioning—validating usernames, creating accounts, assigning roles/groups, updating resolution notes and notifying users—integrated with RemedyForce. The solution delivered a 95% reduction in manual effort, claimed 100% error-free service desk operations, cut turn-around time from about 2 hours to a few seconds, and provided a scalable design to handle high request volumes. AutomationEdge achieved these measurable impacts while streamlining Wilsonart’s service desk operations.

Wilsonart