RPA-Powered Helpdesk Engine Slashes Password Reset Times from 12 Hours to 3 Minutes

Overview

Our client is a premier pan-Asian private healthcare network (client identity withheld at firm's request). It relies on an RPA-powered helpdesk automation engine to streamline IT support and strengthen compliance across its internal applications.

Business Complexity

Helpdesk teams faced massive backlogs resetting passwords across 25 legacy apps. Individual app logins caused 12-hour resolution delays and compliance risks.

Action

  • Engineered a Microsoft Power Virtual Agent and Power Automate engine.
  • Enabled instant, self-service password resets with automated validation and SSO integration.
  • Built an MS PowerApps governance hub for policy enforcement and approval routing.
  • Integrated MS Power BI for real-time leadership KPI tracking.

Tech Stack

  • Microsoft Power Virtual Agent
  • Microsoft Power Automate
  • Microsoft PowerApps
  • Microsoft Power BI
  • SSO Integration

Impact

  • 3 minutes process turnaround time, down from 12 hours
  • 70% reduction in manual helpdesk and support effort
  • 25 internal legacy applications seamlessly automated