Case Study: Benchling cuts app request tickets by 95% with CloudEagle

Benchling cuts access-related IT tickets by 95% with CloudEagle

Benchling, a fast-growing enterprise, faced a significant IT challenge as every request for application access, no matter how routine, generated a manual helpdesk ticket. This process caused employees to wait days for access to essential tools like Slack and Jira, while the IT team became a bottleneck, spending excessive time on repetitive provisioning tasks instead of strategic work.

To solve this, Benchling implemented CloudEagle's Self-Service App Catalog. The solution allowed employees to request app access directly, with approvals managed via Slack and instant provisioning for low-risk applications. As a result, CloudEagle helped Benchling achieve a 95% reduction in access-related tickets, handle 1,200 monthly app requests through self-service, and make access fulfillment 90% faster, freeing the IT team to focus on higher-value projects.

Benchling