Executive Summary
A global industrial equipment manufacturer operating across 100+ countries transformed its complex, multilingual, multi-ERP IT Operations landscape using Qinfinite, an AI-driven Intelligent Application Management (iAM) platform. With diverse ERP systems across global and regional units (SAP, Oracle, and localized ERPs), heavy EDI integrations, and increasing operational load, the customer faced rising costs, inefficiencies, misrouting, and SLA challenges.
Qinfinite integrated deeply with Service Now, processed 150,000+ historical tickets, created knowledge profiles for each support group, enabled automated multi-ERP triage, performed cluster analysis to identify automation candidates, and deployed a Qinfinite Virtual Agent in Microsoft Teams to support enterprise-wide self-service.
The result: 45% reduction in manual effort, 80% reduction in misrouting, 94–97% routing accuracy, and 30–50% faster resolution times.
Customer Background
The customer is a global industrial equipment manufacturer, supported by:
- A diverse ERP landscape (SAP ECC/S/4, Oracle EBS, regional ERPs)
- Extensive EDI integrations for suppliers, distributors, and logistics
- 3,000+ business users across finance, supply chain, manufacturing, and service
- A multilingual helpdesk handling tickets in English, German, French, Spanish, and Asian languages
- ServiceNow as the ITSM platform
- Microsoft Teams as the collaboration and communication platform
Key Challenges
Multilingual Ticket Handling
The helpdesk received tickets across multiple languages and had to manually identify language, locate available SMEs, and route the ticket accordingly—leading to delays, inconsistencies, and SLA violations.
Multi-ERP and Functional Complexity
The environment included:
- SAP IDoc failures
- EDI interface disruptions
- Oracle access provisioning and workflow failures
- Master data and transactional errors across MM, SD, FI, SCM
- Regional ERP incidents
Distinguishing the ERP and functional domain for each ticket required SME intervention.
Lack of Global Visibility & Repetitive Issues
With over 150K historical tickets in ServiceNow, there was no automated way to identify top recurring issues, patterns, or automation opportunities.
Scattered Knowledge
Knowledge lived across:
- ServiceNow KB
- SharePoint repositories
- Teams chats
- Unstructured functional documents
- SME expertise
L1 teams struggled to resolve even known issues consistently.
Qinfinite Solution Overview
Qinfinite deployed a consolidated, intelligent IT Operations solution built on triage, knowledge contextualization, automation, and conversational experience.
Deep Integration with ServiceNow (150K Ticket Intelligence)
Qinfinite integrated with ServiceNow to:
- Read and analyze 150,000+ historical tickets
- Identify top repeated patterns, functional clusters, and workload density
- Map each assignment group’s domain strengths and language capabilities
- Provide context enrichment for new tickets
- Enable fully auditable interactions with RBAC governance
Automated Multi-ERP Triage & Assignment
Qinfinite’s triage engine automatically:
- Detects ERP domain (SAP, Oracle, EDI, regional systems)
- Recognizes language and maps it to the correct SME group
- Identifies functional areas (MM/SD/FI/SCM/OM)
- Assigns or recommends routing with evidence-backed reasoning
Impact:
✔ Routing accuracy increased to 94–97%
✔ Misrouting dropped by 80%
Knowledge Graph–Enabled Contextual Intelligence
Qinfinite unified knowledge across:
- SharePoint functional repositories
- ServiceNow Knowledge Base
- Historical ticket resolutions
- EDI mappings and IDoc patterns
- ERP domain models (SAP, Oracle)
- SME skill and language profiles
This enabled consistent, context-aware responses and improved decision quality across support teams.
Knowledge Profiles for Each Support Group
Using 150K tickets, Qinfinite generated knowledge profiles for each assignment group, including:
- Top issue patterns handled
- Module and domain expertise
- Typical processing times
- Language abilities
- Functional responsibilities
- Common resolution workflows
These profiles strengthened auto-routing accuracy and improved team specialization.
Cluster Analysis & Automation Roadmap
Qinfinite performed detailed hierarchical clustering on ticket history to identify:
- Top 20–30 recurring issues across SAP, Oracle, and EDI
- Chronic problem patterns
- High-value automation candidates
- Quick wins and long-term automations
This formed the basis for the customer’s automation roadmap and future initiatives.
Qinfinite Virtual Agent in Microsoft Teams
A fully integrated Virtual Agent was deployed in Microsoft Teams, enabling:
For Business Users
- Conversational ticket creation
- Automatic extraction of required fields from natural language
- Status inquiries, history lookup, and SLA visibility
- Instant answers for process, project, and functional queries
For IT Support Teams
- Access to SharePoint knowledge repositories
- Access to ServiceNow KB
- Retrieval of relevant historical resolution steps
- Recommendations based on ticket patterns and contextual reasoning
This significantly reduced helpdesk load and improved user satisfaction.
Measurable Outcomes
Business Impact
- Significant improvement in SLA adherence
- Reduced dependency on language-specific SMEs
- Enhanced ERP reliability across global operations
- Increased self-service adoption among business users
- Better stability in supply chain, finance, and operational systems
- Multi-million dollar projected savings over the next 3 years
- Standardized processes across countries and business units
Why Qinfinite Stands Out
- End-to-end integration with ServiceNow and Teams
- ITSM intelligence powering decisions and automation
- Consistent, explainable routing across multi-ERP, multilingual environments
- Unified knowledge layer across SharePoint, ServiceNow, and past incidents
- Conversational support embedded directly within MS Teams
- Proven, measurable impact in a highly complex global environment
Conclusion
Qinfinite enabled the global manufacturer to move from a reactive, manual support model to an intelligent, data-driven, and highly automated operations ecosystem.
Through automated triage, contextual knowledge retrieval, historical insight mining, and conversational support in Microsoft Teams, Qinfinite delivered measurable operational excellence and a scalable foundation for the future of IT Operations.
