X AI automation case study
IT service processes automation was the key to less manual work, lower costs, and improved SLA.
Key takeaways
About X
X is a European leader in manufacturing sun shading and smart building solutions. The company employs thousands across multiple production and service sites. Their IT service organization supports a complex environment with high ticket volume and tight SLA targets.
Goal
Goal
X needed a way to reduce manual work, improve SLA compliance, and ensure governance and traceability across their IT service operations.
Challenge
X's IT team faced increasing service requests that consumed valuable time and resources. Routine tickets like password resets and access requests accounted for the majority of workload, leaving little space for strategic initiatives. Despite an established ITSM system, manual handling slowed response times and increased operational costs.
Solution
X partnered with nara to implement AI-powered IT service automation. Our AI agents were integrated into their existing ITSM systems to automatically handle recurring service requests, route tickets intelligently, and provide complete audit trails. nara Memory delivers context, and the Edge Connector performs secure actions. Together, they ensure GDPR and EU AI Act compliance and complete transparency. Automation was rolled out in phases. We started with IT support and later expanded to internal service processes.
Results
IT overwhelmed by repetitive tickets
70% of IT tickets resolved autonomously
Manual processes slowed every response
nara agents resolve issues in seconds
Rising costs and ticket backlogs
75% lower cost per resolved case
Support limited to working hours
24/7 support availability
Manual controls and compliance risk
Zero data compromise, fully EU-compliant
Testimonial
“nara helped us automate IT service in a way that feels effortless. Routine tickets are now resolved automatically, and our team can focus on value-creating work.”
