Case Study: Automating New User Creation to Streamline Operations by 75%

Problem: Clients regularly sent email requests to the Support Team to have new user accounts created for their organizations. Along with these requests, clients included custom spreadsheets detailing the services and permissions that needed to be provisioned for each new user. The Support Engineer would then clarify any requirements with the client, manually create the new user account, and assign permissions—an arduous process that often took several hours to complete. This manual workflow created inefficiencies, as it was time-consuming and susceptible to errors. Moreover, relying on spreadsheets for customized requests led to potential miscommunications and delays, ultimately affecting both productivity and client satisfaction.

Solution: To streamline this process, we developed a customized Add User Request form within our proprietary Client Portal. The new process works as follows:

1. Client-Specific Form: Each client now has access to a tailored Add User Request form within the portal. This form is dynamically customized for each client, pulling relevant data directly from the client’s Microsoft tenant, such as user roles, permissions, and services.

2. Automated Ticket Creation: Once a client submits the form, it automatically generates a service ticket in our system, initiating the backend process. This eliminates the need for email exchanges and manual tracking.

3. REWST Automation for User Provisioning: Upon ticket creation, our backend system—powered by REWST automation—automatically provisions the new user within the client’s Microsoft environment, assigning the correct roles, permissions, and services as per the client’s specifications.

4. Quality Assurance (QA) by Support Engineers: Instead of manually setting up the user accounts, Support Engineers now only need to conduct a quick Quality Assurance check to ensure the new user is configured correctly. This step ensures accuracy without the extensive time investment previously required.

Results: The implementation of the Add User Request form and automation has delivered significant improvements:

• Faster User Provisioning: The time required to create new user accounts has dropped dramatically, from several hours to just minutes, as the entire process is automated after the form submission, optimizing the process by 75%.

• Reduced Errors: The automation system eliminates manual input errors, ensuring that users are provisioned correctly according to the client’s specifications.

• Increased Efficiency: With Support Engineers spending less time on manual account creation, they can focus on more complex tasks and provide faster responses to other client needs.

• Enhanced Client Experience: Clients benefit from a more streamlined, transparent process with faster turnaround times and fewer issues, improving overall satisfaction.

• Scalable Workflow: The new system allows the organization to handle a higher volume of user account requests without requiring additional resources, ensuring scalability as client demands grow.

Conclusion: By automating the new user account creation process with a customized Add User Request form and backend REWST automation, we’ve transformed a time-consuming, error-prone task into a fast, efficient, and scalable process. The result is a significant reduction in time-to-service, greater accuracy, and an enhanced experience for both clients and support engineers. This case demonstrates the power of automation in improving operational efficiency and client satisfaction, setting the stage for future growth.