Client:
A leading public post-secondary institution in Canada, serving tens of thousands of students, faculty, and staff, sought to modernize and automate critical processes across IT, HR, Finance, and Campus Safety. With increasing complexity in managing multiple enterprise systems—including Workday, Banner, RAVE, TeamDynamix, Jira, and Slack—the college partnered with Dispatch Integration to implement scalable, secure, and efficient automation solutions.
Challenge
The client faced a series of interconnected challenges across departments:
- HR & IT: Manual consolidation of proxy access data from 15 Workday tenants delayed audits and posed compliance risks.
- Campus Safety: Emergency alert systems relied on outdated or incomplete contact information, slowing response times.
- IT Support: Workday integration errors required manual tracking, increasing the risk of missed issues and resolution delays.
- Service Management: Dormant support tickets in Team Dynamix (TDX) lingered unresolved, impacting user satisfaction and operational clarity.
- Cybersecurity: Emerging threat intelligence from federal feeds was manually reviewed and not actioned swiftly, increasing vulnerability exposure.
Each problem reflected broader institutional needs: reduce manual workload, improve data accuracy, strengthen compliance, and enhance responsiveness.
Solution
Dispatch worked closely with client stakeholders to deliver five automation solutions through Workato’s enterprise orchestration platform, leveraging prebuilt connectors and scalable architecture. Each solution targeted a specific pain point:
- Workday Proxy Reporting Automation: Consolidated proxy access data across 15 environments into a single CSV, delivered weekly via SFTP for centralized audit readiness.
- Student & Employee Data Sync for Emergency Alerts: Automated extraction and transformation of contact data from Workday and Banner, deduplicated records, and formatted files for the emergency alert system, RAVE.
- Workday Support Ticket Automation: Queried RaaS reports for integration errors and auto-generated detailed TDX tickets, ensuring that finance and HR issues were flagged and routed within the hour.
- TDX Ticket Reminder Workflow: Monitored idle support tickets and triggered escalating reminders or automatic resolutions based on business rules, ensuring team accountability.
- Cybersecurity Vulnerability Pipeline: Pulled vulnerability feeds from Cyber Canada into Slack, and triggered JIRA/TDX ticket creation with embedded snooze and blacklist features—accelerating risk mitigation with minimal manual effort.
Each automation was implemented with robust error handling, audit trails, and minimal disruption to existing workflows.
Value Delivered
- Efficiency Gains: Automated data flows saved hundreds of hours annually across IT and HR operations.
- Improved Accuracy & Compliance: Consistent, deduplicated data ensured that emergency systems and audits used the most accurate information.
- Faster Response Times: Idle support tickets and cybersecurity vulnerabilities were quickly resolved, minimizing risk and improving service levels.
- Seamless Cross-System Integration: Unified processes across Workday, Banner, TeamDynamix, JIRA, Slack, and Rave Alert without reengineering core systems.
- Scalable Automation Platform: Workato recipes were designed for easy maintenance and scalability, empowering future enhancements.
Summary
By leveraging Dispatch’s deep expertise in workflow orchestration, API integration, and automation best practices, this post-secondary institution turned fragmented, manual processes into high-performance digital workflows. The results speak to a broader trend in higher education: the need to modernize campus operations through smart, secure, and sustainable automation.
Andrew Castle is Principal Consultant at Dispatch Integration, helping businesses meet strategic goals by getting more out of their enterprise software. Andrew has supported clients across diverse industries, leveraging his skills in database management, workflow automation, and solution consulting to deliver measurable impact and operational efficiency.
