Global Energy Storage Leader Automates 65% of IT Tickets, Cuts Support Costs 46%

65%

of incoming IT tickets automatically resolved through the IT assistant

46%

Reduction in the cost and time incurred on IT tickets through managed services

38%

Reduction in L1 tickets, lifting overall organizational productivity

The Challenge

Reducing IT Ticket Volume to Free Up a Stretched Team

The global energy storage leader’s IT team was spending significant time managing repetitive Level 1 tickets, limiting its ability to focus on critical, high-value work. To address this, the company needed a global IT assistant to automate routine requests, reduce ticket volumes, and improve overall productivity. Another key priority was reducing resolution times, enabling employees to return to work faster while IT teams focused on strategic initiatives. As the organization continued to expand globally, increasing IT support demands made a scalable, AI-powered self-service approach essential for operational efficiency and sustainable growth.

Sutherland Solution

An Omni-Channel, ML-Powered Global IT Assistant

Sutherland deployed its Service Next IT assistant, powered by niche NLP technologies, to provide self-service resolution for IT tickets employees could resolve themselves. A machine-learning-powered NLP bot was built to handle incoming IT tickets and automate ticket triaging, removing the time typically spent allocating tickets to the right teams. The assistant was made available through omni-channel interaction so employees could reach it however was most convenient, and analytics were layered in to measure the assistant’s performance and continuously refine its accuracy and coverage — starting with fast, prompt resolution of an initial share of tickets and scaling from there.

The Outcome

A More Productive IT Team and Faster Ticket Resolution

The Service Next IT assistant now automatically resolves 65% of incoming IT tickets, enabling IT teams to focus on more critical issues rather than repetitive requests. The global energy storage leader achieved a 46% reduction in the cost and time associated with IT tickets through managed services, alongside a 38% reduction in Level 1 ticket volumes, improving overall operational efficiency and productivity. With omnichannel access to the AI-powered assistant, employees can resolve routine IT issues faster, while IT leadership gains greater visibility into service performance through integrated analytics. As adoption increases, the organization is well positioned to expand automation capabilities, further streamline IT support operations, and deliver a more efficient, scalable employee support experience.