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Case Study

Automation solution reduces maintenance ticket resolution time by 86%

Home » Resources » Case Studies » Automation solution reduces maintenance ticket resolution time by 86%

Industry

Function

Topic

Results

$800K

Over $800,000 in additional work order revenue ​

86%

Ticket resolution time reduced by 86%

6%

6% reduction in energy consumption

Company Profile

Publicly-listed global data center provider operating a worldwide network of carrier-neutral colocation, interconnection, and cloud-adjacent facilities across dozens of countries. Customers include hyperscalers, network carriers, financial exchanges, and large enterprises. Operationally complex at global scale with massive customer-interconnection volumes and continuous AI-ready capacity expansion.

Challenge

Lengthy ticket resolution time hinders productivity

This global digital company has over 150 regional data centers that require around-the-clock maintenance to meet customers’ expectations of 24/7 availability. Each data center has subdivisions called cages that they are expected to maintain. The company regularly checked the cages for compliance issues and initiated maintenance tickets via email as issues arose.

When technicians emailed customers to inform them of a maintenance need, it often kicked off slow and lengthy back-and-forth communications that could take months to resolve.

Leadership needed a solution that would streamline the ticket resolution process, improve productivity, and increase visibility into data center maintenance and compliance.

Solution

Automated ticket communications

WonderBotz deployed a Custom Automation Solution that handled maintenance ticket communications. The automation logs tickets into the internal system, reviews the data, and identifies customer contact details. Then it sends an email notifying them of the issue alongside expected next steps and a deadline for resolution. The solution will send follow up emails as the deadline approaches, and if the issue remains unresolved, it will create a smart hands ticket for a company technician to fix the issue.

By speeding the ticket resolution process from start to finish, the automation uncovered $800,000 in work order revenue and reduced ticket resolution time by 86%. This saved technicians time and effort, allowing them to redirect more time into higher priority tasks.

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