facebook
Home > Case study > How Quinnox Helped a Global Manufacturer Cut Ticket Classification from 1 Hour to 6 Minutes

How Quinnox Helped a Global Manufacturer Cut Ticket Classification from 1 Hour to 6 Minutes

Qinfinite-Chaos-Engineering

Client Overview

A leading global manufacturing enterprise with a complex SAP landscape supporting business‑critical operations across regions. The organization runs a 24×7 global IT support model with multiple SAP support groups and high-ticket volumes, where speed, accuracy, and user experience are mission‑critical. 

Business Need

    • The client struggled with a traditional L1 help desk model that relied heavily on manual ticket triage and routing. Tickets often took over an hour to classify, leading to misrouting, rework, and delayed resolutions. 
    • Limited automation created strong dependency on experienced agents and SMEs, making the model hard to scale and inconsistent during peak volumes. Knowledge remained largely people dependent, with minimal reuse of past resolutions. 
    • Slow triage impacted end-user productivity, SLA adherence, and overall satisfaction. The service desk also lacked proactive monitoring of unattended or aging tickets, increasing the risk of SLA breaches and limiting leadership visibility across L1 to L4 operations. 
    • The client required an AI driven transformation to improve speed, accuracy, service reliability, and user experience while reducing manual effort and operational overhead. 

The Everforth Quinnox Approach and Solution

Quinnox partnered with the client to modernize the traditional service desk model by introducing an AI-powered, Services as Software (SaS) approach, focused on speed, accuracy, and user experience. The transformation was powered by an Intelligent Application Management (iAM) platform, seamlessly integrated with the existing ITSM ecosystem. 

Key aspects if the approach included:

    • AI-driven ticket intake, classification, and auto routing 
    • Intelligent triage using historical patterns and knowledge correlation 
    • Proactive detection and escalation of unattended or aging tickets 
    • Knowledge Graph enabled SOP recommendations and resolution reuse 
    • Continuous learning to improve accuracy and outcomes over time 

Business Benefits Delivered Across SLA, BLA, and XLA Dimensions

Service Level Agreement (SLA) Benefits

    • Significant reduction in ticket triage time, moving from over 1 hour to under 6 minutes within 6 months 
    • Improved SLA adherence driven by faster routing, reduced backlog, and proactive escalation of unattended tickets 
    • More predictable service performance across regions and support teams 

Business Level Agreement (BLA) Benefits

    • Higher first-time resolution rates due to accurate ticket classification and routing 
    • 80% MTTR Reduction of the automated tickets 
    • Faster resolution cycles enabled by AI recommended SOPs and reuse of historical resolutions 
    • Improved availability and stability of business-critical systems supported by quicker incident handling 
    • Better handling of episodic ticket volume spikes without compromising service quality 

Experience Level Agreement (XLA) Benefits

    • Enhanced end user experience through faster response times and reduced ticket handoffs 
    • Improved confidence in IT services due to consistent and transparent support outcomes 
    • Reduced dependency on individual agents and SMEs, improving resilience and scalability of operations 
    • Stronger perception of IT as a business enabler rather than a support function 

Related Insights

Case study
AI & Data

How Everforth AI Improved Fraud Detection with 90%+ Accuracy

Find out how Everforth Quinnox leveraged AI-driven fraud detection to identify suspicious transactions with over 90% accuracy—enhancing security, reducing risk, and improving compliance.

Read more
Case study
AI & Data

How Everforth Quinnox Revolutionized Brief Management with a Gen-AI Powered Solution for Innovative Product Recommendations

Discover how Everforth Quinnox implemented Gen-AI product recommendation solution for a leading fragrance & flavors industry client with enhanced customer experience.

Read more
Case study
AI & Data

Tranforming Data Migration With AI Automation Framework

Everforth Quinnox helped a leading waste management enterprise eliminate data migration bottlenecks using AI automation, enabling faster M&A integration and scalable growth.

Read more
Contact Us

Get in touch with Quinnox Inc to understand how we can accelerate success for you.