The city of Buffalo, NY has streamlined IT service delivery for over 2,100 city employees with a no-code automation platform. This has allowed employees to serve Buffalo’s 250,000-plus residents more effectively by receiving faster IT service.

By incorporating workflow, a knowledge base, and a self-service portal the IT staff can reduce the amount of time spent on fielding calls and answering questions, enabling them to focus on more strategic work. The portal also allows employees to find answers to their IT questions online, providing instant gratification and eliminating the need for further assistance in many cases.

Buffalo's IT team has implemented creative approaches to building awareness of the portal and encouraging employees to use it, resulting in a 20% reduction in phone calls to the help desk. By utilizing a no-code automation platform with white glove service, companies can improve operational efficiency and resolve support tickets quickly, empowering their employees to be more effective and allowing IT staff to complete other critical work.

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