Case Study: a leading utility company improves SLA compliance and workload management with Digitate ignio™

Leading Utility Company reduces customer complaint tickets by 95% with Digitate

The customer, a leading utility company, faced significant challenges in managing its complex IT workload processes. Manual monitoring was inefficient, leading to delays in critical operations like billing and payment processing, which risked revenue losses of up to €5 million per day and increased customer complaints. They partnered with Digitate to implement its ignio AI.Workload Management solution to gain better visibility and automation.

Digitate's ignio platform created a blueprint of the entire batch system, enabling autonomous monitoring and providing timely notifications of potential issues. The solution offered predictive analytics to foresee SLA breaches hours in advance and recommend fixes. This resulted in an 80% reduction in impacts to downstream processes, a 95% reduction in customer complaint tickets, and approximately 90% accuracy in predicting SLA misses, preventing substantial daily revenue loss for the utility company.