CASE STUDY
Automating Routing of Child Tickets For a Healthcare Company

Industry | Healthcare

Technology | ServiceNow

Location | United States

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The client is a large healthcare service provider with presense in all 50 US states. Support teams of this client faced significant challenges with the manual assignment of child tickets to queues associated with major incidents. This case study outlines the challenges, the approach to automate the routing of child tickets, the results achieved, and the benefits realized from this automation initiative.


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Challenges

Manual ticket assignment that led to significant delays in assigning child tickets to the appropriate queue

Inconsistencies in the update of tickets that led to discrepencies between parent and child tickets

Manual processes led to increased workload and slowing down incident for support teams

Manual processes also led to significanty oversight and increased the risk of child tickets being overlooked or incorrectly assigned

Key Outcomes
Operational Efficiency

Automating the routing process streamlined operations, reducing the administrative burden on support teams and improving overall efficiency.

Faster Resolution Times

With child tickets automatically routed, support teams can address incidents more quickly, leading to shorter resolution times and improved service levels.

Solutions

Key collaborations with support teams to gather detailed requirements regarding the desired auto-routing functionality

Developed a detailed design specification outlining how the system should automatically route child tickets to the same assignment group as the parent ticket

Implemented an automation logic that triggers updates to child tickets whenever the parent ticket’s assignment group is modified

Conducted rigorous testing of the auto-routing feature, ensuring that changes to parent tickets accurately propagated to all child tickets without errors.

What Customers Say about Royal Cyber

Thanks to Royal Cyber, we can avoid many manual and repetitive tasks. There is no need to move the data from one lake to warehouse and effectively in the presentation format to the business.

Client
Laura Blighty

Director - Customer Sucess 

45%

Improvement in User Satisfaction

Audience

  • Executives, CTOs, Director
  • IT Consultants
  • Business Analysts
  • Project Managers
  • IT Project Coordinators
  • Architects and Specialists
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