Case Study: A Leading Private Bank achieves 75% faster IT help desk response and 55% FTE reduction with Nividous Intelligent Automation

Automation of IT Help Desk Operations for a Leading Private Bank

Leading Private Bank, a prominent private sector bank in India serving over 15 million customers through 500+ branches and 1,200 correspondent branches, faced an IT support bottleneck: about 1,500 emails daily requiring 24/7 monitoring, manual categorization, ticket creation, and repeated identification of known issues. To eliminate missed alerts, reduce FTEs, and improve response times, the bank engaged Nividous and its Nividous Intelligent Automation Platform to modernize IT help desk operations.

Nividous deployed an automation solution that reads and filters incoming emails, identifies alert types and owners, assesses priority and escalates to L1/L2/L3, creates and updates tickets in ManageEngine, and references historical resolutions for similar issues. The Nividous implementation delivered measurable impact: 75% improvement in process TAT, 55% reduction in FTEs, and 1,700 human hours saved monthly, ensuring timely, reliable IT support with minimal human intervention.