Enterprise IT services
Enterprise IT found 1,100+ annual hours to automate.
8Flow measured where service desk time actually went, then handed the team a ranked list of automations with annual hours attached.
Internal service desk and workplace technology workflows across core collaboration and device systems.
The starting point
Before 8Flow
Leaders wanted to know which systems to consolidate to simplify the user experience.
Manual spreadsheet workflows clearly cost time, but nobody could say how much.
There was no evidence for which knowledge articles or automations would actually move productivity.
The findings
What 8Flow surfaced.
Every finding below comes straight from measured workflow data.
System simplification
Nine systems account for almost all work time.
84% of observed work time happened in nine core systems, which gave leaders a concrete starting point for consolidation.
- Ticketing and knowledge tools took the largest share.
- Spreadsheets exposed manual coordination work.
- Device tools drove repeated lookup-and-transfer loops.
Case complexity
A third of cases drove 85% of the support hours.
8Flow unraveled the most complex cases hour by hour. Specific diagnostic and customer-instance workflows were inherently inefficient, ballooning resolution time across every system they touched. Simplifying those workflows became the single biggest efficiency lever.
- About 35% of cases, the complex ones, consumed 85% of total ticket hours.
- Hops into customer instances scaled time per case 3 to 5x and replies 2 to 3x, on every team.
- Deep diagnostic workflows ran cases up to 1.7x longer and added time in every other system.
Next move
Stop making users chase device data.
Pulling device details straight into the ticket removes the lookup and copy/paste steps entirely.
- 85% of users touch the device lookup path.
- 32.6 hours of device-tool work measured in two weeks.
- 13.6 of those hours were pure copy/paste.