A US-based retailer managing nine consumer brands with a complex tech infrastructure transformed their IT operations by leveraging Workato's on-prem Agent. By automating repetitive tasks, they achieved faster, more scalable operations and a seamless commerce experience. This transformation improved B2B order processing, accelerated warehouse picking and expanded integration capabilities across the organization.
The Challenge
Acquisitions causing delayed onboarding and increased IT demands
The main challenge faced by the client was the impending acquisitions, which have led to delayed onboarding and increased demands on the IT department. To address this, IT had to find ways to enhance process efficiency and accuracy without the need for additional headcount.
The Objective
Streamlining IT operations and improving integration across multiple brands
The aim was to provide new employees with the best onboarding experience and ensure they were empowered from the beginning. Additionally, the client wanted to automate bulk onboarding processes triggered by mergers, acquisitions and the rapid onboarding of many employees.
The Solution
Workato Automation platform integration streamlined onboarding and processes
The main challenge faced by the client was the impending acquisitions, which have led to delayed onboarding and increased demands on the IT department. To address this, IT had to find ways to enhance process efficiency and accuracy without the need for additional headcount.
- Workato automation adoption: The Workato automation platform replaced manual tasks and orchestrated newly-designed processes, enhancing efficiency
- Integration between workday and ServiceNow: Integrations ensured that new employee creation in Workday automatically triggered Equipment Provisioning Requests (phones, desks, VPN) in ServiceNow
- Automated access provisioning and streamlined onboarding: Access for on-premise and cloud applications (Box, Slack) was automated, with added approval and notification workflows via Gmail, improving the onboarding process without requiring extra headcount
The Impact
Faster, Scalable IT operations, frictionless commerce experience and time savings
- Enhanced efficiency and speed: Automation accelerated key processes, making employee onboarding/offboarding 16 times faster, VPN requests fulfilled in 9 seconds instead of over 2 hours and email provisioning 50 times faster
- Workforce and IT management: The IT team handled a 43% increase in the workforce without additional headcount, while automating 100% of L1 calls, saving 6,500 hours per month and improving response times to priority IT issues
- Improved accuracy and reduced complaints: Automation improved the accuracy and timeliness of IT requests, significantly reducing daily complaints and enhancing service delivery
- Business impact and employee experience: The automation enabled the return of 50% of the workforce to the office, facilitated enterprise-wide contact tracing, improved employee experience (EX) and retention and reduced SLA response time breaches
