Case Study: Tech Mahindra achieves end-to-end intelligent automation, cutting costs and boosting service-desk efficiency by up to 80% with UiPath

Enabling Intelligent Automation with UiPath to Deliver Business Value

Tech Mahindra, a global digital transformation and IT services provider, faced mounting service desk challenges as ticket volumes and complexity grew, driving up manual costs, wait times and escalations. To address this, Tech Mahindra partnered with UiPath, leveraging UiPath RPA alongside its TACTiX AIOPS platform and self‑service capabilities, and has certified over 3,000 associates on UiPath to scale intelligent automation across clients.

Tech Mahindra and UiPath implemented an end‑to‑end automation solution that handles ticket creation through closure—categorization, triage, resolution and knowledge management—combining AI/ML, NLP and RPA. The joint solution improved accuracies by ~40%, delivered near zero‑touch automation and efficiency gains close to 80%; specific wins include tax filing process times improving by >80% with estimated $1M+/month savings, invoice automation moving 32 FTEs to robots, and a global procurement deployment yielding ~70% reduction in AHT and 90% reduction in manual effort — all powered by UiPath.

Tech Mahindra

Sameer Dania

Global Head, Business Development - Platforms