- Background
Adopting an Automation-First Mindset Purposeful innovation is a top priority for this multinational financial services corporation, whose payment services help power people and economies in over 200 countries and territories worldwide.
Employing over 30,000 staff at 80+ offices, the company’s extensive IT operations facilitate vast volumes of secure and seamless financial transactions between consumers, merchants and financial institutions. In addition to this, the firm’s technology backbone supports the delivery of other specialist services such as digital IDs, connected fraud services, crypto and blockchain payments, as well as cyber risk and intelligence.
With multiple business units extending across the globe, the firm needs to ensure that its IT operations are robust and reliable. For this organisation, assuring the consistent delivery of high-quality services across all its diverse territories and business lines is a mission-critical need.
To enhance its operational efficiency and improve global service delivery for its business units, the firm took the decision to adopt an automation-first mindset with a single goal in mind. By elevating its ITSM capabilities, the firm would be able to address the complexity and scalability issues resulting from a series of mergers and acquisitions, all of which requires significant manual effort to manage.
- The requirement
Accelerating Value with AI-Powered Automation
The firm turned to Bell Integration to help it transition to a digital-first ITSM managed services model that would deliver faster resolutions, lower costs, and a better customer experience for internal business units – with continuous improvement built in.
By utilising AI technologies to autonomously resolve IT tickets and service requests faster, while eliminating the manual handling of routine tasks, the firm would be able to boost operational agility and efficiency across its infrastructure services. Providing self-service tools that streamline how IT teams handle everything from alert diagnostics through to undertaking proactive configuration compliance checks, the shift to AI-powered automation would support the faster resolution of service events, enhance the speed at which insights are delivered, and deliver time and manhour savings that would reduce total cost of ownership (TCO)
Keen to deploy automation where possible, the firm partnered with Bell Integration to shape a digital-first journey that would:
- Cut wait times and improve customer satisfaction.
- Automate repetitive and time-consuming tasks.
- Lower operational overheads.
- Deliver streamlined personalised interactions.
- Support rapid technology changes without disrupting service delivery.
- The solution
AI Managed Services
Responsible for delivering truly transformative AI managed services, Bell Integration worked closely with the payments services firm to identify key processes and service areas where automation and a digital-first approach would have the biggest impact.
Working alongside the firm’s business operations and database teams, Bell Integration undertook an initial analysis of existing events to identify potential automation opportunities. As a result we built, tested and deployed the end-to-end automations and workflows that increased the efficiency, flexibility and productivity of its operations.
In addition to automating the help desk and ITSM services relating to web servers and web applications, Bell Integration also implemented several self-service resources that have significantly improved IT service desk efficiency.
Today, the digital-first managed service provides: • End-to-end automation – extending from opening tickets to gathering diagnostics, and escalations. • Automated problem identification and remediation – issues are resolved instantly in the digital layer with no need for human intervention. • Self-service tools that give users access to solutions on their own terms. For example, automated certificate analysis and revocation services that deliver answers to data requests in minutes, not days or months.
- Automated system checks and compliance checks.
Providing specialist AI-automation platforms together with human expertise, Bell Integration’s partnership approach has enabled the firm to transform how it manages billions of support interactions – adding new automations and improvements that deliver continuous improvement at every touchpoint.
The size of the team responsible for IT Ops has consistently decreased over time thanks to automation and orchestration. This was not due to redundancies, but rather due to organic attrition as the workload steadily declined due to the introduction of self-service automations.
–AI Ops Director
- The outcomes
Delivering Measurable Benefits
Featuring AI-powered ITSM automation, Bell Integration’s digital-first managed services solution has created an integrated, responsive ecosystem that supports availability, reliability and operational improvement across all IT services. Providing fast, intuitive and always-on services that continuously adapt to changing conditions, the AI-powered automated solution has helped reduce IT ticket volumes by identifying potential issues before these impact users. Meanwhile, self-service tools, virtual agents, and automated ticket routing have streamlined support tasks while empowering employees to do more, faster. With Bell Integration’s help, the payment services firm has been able to make its operations significantly smarter and more efficient:
Currently, more than 1 million automations are executed annually.
Over 30,000 hours in time savings are being realised annually.
90% of unique service events require no manual intervention
Quality of Service rating is 1.83 out of 2.00 based on staff survey response
- Why Bell Integration?
Experts at activating AI automation in ITSM environments, Bell Integration has enabled the payments firm to embed intelligence into its service workflows – making services more efficient, responsive, and cost-effective. Delivering 24/7 support around the globe, users can get the help they need – no matter where they are located and regardless of time zone or the native language they speak. Handling everything from workflow generation and triage through to advanced analytics and reporting, the firm has been able to continuously expand its digital first model across its ecosystem. For example, the firm is now able to use conversational AI agents that advise teams in the operational command centre on where to look for issues. With 90% of unique events now handled with zero manual intervention, the payments firm has been able to significantly reduce the number of L1 and L2 engineers it employs – while simultaneously delivering faster resolutions at a lower cost
- Key takeaways & metrics
- Currently, more than 1 million automations are executed annually.
- Over 30,000 hours in time savings are being realised annually.
- 90% of unique service events require no manual intervention
- Quality of Service rating is 1.83 out of 2.00 based on staff survey response
