The organization was using a cumbersome and complex combination of emails, multiple tools, and manual intervention in its operations for providing root cause analysis (RCA) / root cause investigation (RCI) to customers. Working manually meant more errors and less time left for strengthening core business practices. Alternating between multiple tools to fetch data created a chaotic work experience. Turn-around times took longer than expected, and work requests were often missed by technicians constantly struggling with an overwhelming workload.