EDI Monitoring Automation — 20% Ticket Reduction
Challenge
Recurring middleware failures were generating a steady stream of reactive tickets. Errors only surfaced after the fact, requiring manual investigation each time with no early-warning system to catch patterns before they repeated.
Approach
Analysed recurring error patterns across the EDI monitoring workflow. Proposed and implemented automated alerting that surfaced failures with full error context as soon as they appeared in the middleware tracking portal — before they escalated into business disruptions. Implemented permanent root-cause fixes for the patterns driving the most volume.
Outcome
20% reduction in ticket volume. Recognised with the Henkel Sieger Award (Delivery Champion) for continuous improvement in the EDI support process.