Introduction:
In an era where IT automation and AI are reshaping the business landscape, BPOs are facing tremendous pressure to maintain performance and reduce costs. For a large NYSE-listed BPO, managing over 55,000 endpoints became a mounting challenge. The focus keyword here is IT automation, which played a critical role in transforming their workflow.
Traditionally, maintaining this massive digital ecosystem required a workforce of 500 field engineers working around the clock to address basic IT issues. This reactive and manual approach resulted in yearly operational expenses ranging from ₹20 to ₹30 crore ($2.3M to $3.5M), alongside a productivity drain equivalent to ₹21.9 crore ($2.6M) from 36,600 hours spent monthly handling over 12,000 IT incidents. Clearly, the need for smarter workflow optimization and process automation has become urgent.
The Hidden Cost of Manual IT Operations
High SLA expectations from clients demand uninterrupted performance. Every minute of downtime or delay caused by an unresolved ticket eats into employee productivity and compromises customer service delivery. The organization was bleeding resources not because of complex issues, but due to the sheer volume of repetitive, fixable IT problems that were clogging up the system.
Discovery and the Tasky Transformation
A thorough discovery and ticket analysis revealed a game-changing insight: a vast majority of issues required only basic interventions like network resets, software optimization, or user-driven fixes. Enter Tasky, Bumblebot Technologies’ proprietary IT service management solution, designed to turn complexity into simplicity.
Tasky introduced intelligent workflow management features that categorized every ticket into one of four response types:
- Self-Heal & Optimization
- Self-Service Fixes
- Network Diagnostics
- Manual Escalation (Minimal)
Automation by the Numbers
With Tasky fully integrated, the shift from manual troubleshooting to automated resolution was revolutionary:
| Ticket Resolution Type | Monthly Volume |
| Self-Heal & Optimization | 11,866 |
| Self-Service | 22,804 |
| Manual | 1,981 |
Tasky successfully automated 94.5% of total troubleshooting hours. The outcomes were transformative not just in terms of cost, but also end-user satisfaction, as employees could now resolve common issues themselves in seconds.
Real Results: Cost Savings and ROI
The BPO realized annual savings between ₹3.5 crore to ₹4 crore ($400,000), driving an ROI of 129% to 180% within the first year of deployment. Beyond the numbers, the organization unlocked new levels of productivity, with IT teams now free to focus on strategy rather than firefighting.
Key Features That Made It Possible
- Automated Network Diagnostics
No need for admin-level logins or manual scripts. Diagnostics and repairs were now executable with a single click, significantly reducing MTTR (Mean Time to Resolution). - Self-Heal & Optimizations
Through AI-driven triggers, Tasky detects and resolves performance issues autonomously, contributing to business process improvement without human intervention. - Self-Service App Store
Employees can initiate their fixes through an intuitive interface, streamlining time management and enabling quicker issue resolution. - User Notifications & Engagement
Real-time notifications enhance customer engagement internally, keeping users informed and in control of their IT experiences. - Device Experience Management
Through advanced device experience monitoring, Tasky helps maintain device compliance and delivers a smooth workplace device experience.
From Reactive to Proactive: A Culture Shift
Tasky didn’t just save money. It changed the company’s culture. IT went from being a support function to a strategic enabler. With intelligent workforce management and predictive insights, the organization could preempt issues before they disrupt work.
Moreover, employee morale improved. When IT becomes invisible and frictionless, people focus on their actual work, leading to stronger results, faster deliveries, and happier teams.
The Future of IT in BPOs
The success story of this NYSE-listed BPO is a blueprint for how IT automation and workflow optimization can redefine operations in large-scale service environments. In an age where productivity and user experience management are directly tied to profitability, solutions like Tasky are not a luxury but a necessity.
Ready to reduce IT costs and maximize employee productivity? Discover how Tasky from Bumblebot Technologies can revolutionize your operations. Visit BumblebotTech.com
To know more: Tasky Revolutionizes IT Firms: Less Downtime, More Output