Story
UiPath
DR HortonDR Horton Brings IT Service Requests onto UiPath
DR Horton, a consumer discretionary organization in the United States, uses Document Understanding from UiPath to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because IT service requests has a clear owner |
| Productivity | Handoffs in IT service management sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Document Understanding is the governed place IT and employees use for IT service management |
Story
Consumer Discretionary work at DR Horton spans more than one site, even when headquarters sits in the United States. IT service requests was splitting across regional habits. IT and employees asked for a shared way to run IT service management without freezing local judgment.
UiPath (Document Understanding) is what they standardized on. UiPath provides robotic process automation and AI agents so companies can automate repetitive desktop and back-office work. DR Horton uses it as the system of record for IT service requests, with IT and employees as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
