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Session Code: BRE2033
Presenter(s): Michelle Rova, Frank Neudorff
Company(s): Life TIme, Life Time
Abstract: Learn how Life Time is leveraging workflow automation to eliminate non-value add activities of end to end ticket management. Their Service Desk is the end-to-end resolver and spends a tremendous amount of time attempting to get the information their engineering teams need troubleshoot or verify resolution on tickets. They recently implemented logic to eliminate the client follow up process. The automation attempts to contact the requester and their manager every 2 days and closes the incident if no response is received 2 days after the 3rd attempt. In the first 69 days, the automation closed 2479 incidents and Incident Tasks and eliminated 7437 manual updates by our IT support teams eliminating 34,995 min or 15.5 FTE of work!
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