Global Manufacturer
Accelerates Salesforce
User Lifecycle Management
with Intelligent Automation
Key highlights
Zensar implemented a standardized, AI-driven automation framework to streamline Salesforce user lifecycle management, from request qualification and approvals to API-driven execution and audit logging. Running three times daily, intelligent agents reduce manual intervention, accelerate request processing, and strengthen operational visibility and traceability.
900+
Annual service requests processed
23
Workflow sub-tasks automated
~3,000 hrs
Effort saved and repurposed annually
Client overview
A leading global manufacturer of industrial coding, marking, and traceability solutions serves customers across manufacturing, consumer goods, healthcare, pharmaceuticals, food and beverage, and logistics industries. Operating across multiple geographies, the organisation relies heavily on digital platforms and enterprise applications to support business operations, workforce productivity, and customer engagement.
Challenges
The organization processed hundreds of user access requests annually, requiring coordination across multiple teams and approval layers. Manual provisioning and deprovisioning led to operational inefficiencies, extended resolution times, delayed license recovery, and increased compliance risks due to inconsistent documentation.
Solutions
Zensar implemented an intelligent automation framework powered by ZenseAI agents to streamline Salesforce user lifecycle management. The solution integrates with the organization's IT service management platform, automates approval workflows, orchestrates Salesforce actions through APIs, and provides a complete audit trail for every transaction.
Key capabilities included:
Automated qualification and validation of access requests
Intelligent routing of approvals based on organizational hierarchy
End-to-end Salesforce user provisioning and deprovisioning
Automated audit logging and compliance reporting
Exception management and workflow governance
Business outcomes
The automated solution accelerates approvals, reduces manual effort, improves MTTR, and provides end-to-end traceability. By automating 23 workflow sub-tasks across activation and deactivation processes, the organization targets 80% agent success rates and repurposes approximately 3,000 hours annually. Qualified requests are processed faster, licenses are released sooner, and every action is fully auditable through timestamped journals.
