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Benchling Cut App Request Tickets by Launching a Self-Service Catalog Employees Actually Use

"Every morning the IT queue had the same requests i.e. Slack access, Salesforce access, Jira access. The same apps, over and over, taking days to fulfill. CloudEagle gave employees a catalog where they could request access themselves and get it the same day. Our ticket queue dropped by 80% and we stopped being the bottleneck."

- Vineet Gopal, Head of Technology, Benchling

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95%
reduction in access-related IT tickets
1200
app requests handled through self-service
90%
faster app access fulfillment

95%

reduction in access-related IT tickets

1200

app requests handled through self-service

90%

faster app access fulfillment
Problems
Challenge
  • Every app access request came through the IT helpdesk as a manual ticket, regardless of how routine or low-risk the request was.
  • Employees waited days to get access to tools they needed to do their jobs, with no visibility into where their request was in the queue.
  • IT spent a significant portion of each week processing the same routine access requests rather than higher-priority work.

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Solutions
Solution
  • CloudEagle's Self-Service App Catalog gave employees a single place to browse approved apps and request access without raising an IT ticket.
  • Managers approved or rejected access requests directly in Slack, no separate portal, no email thread, no login required.
  • Pre-approved access policies meant low-risk, commonly requested apps were fulfilled instantly without any human approval step.

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Profit
Result
  • Access-related IT tickets dropped by 95%, freeing up significant IT bandwidth to focus on higher-priority initiatives instead of repetitive tasks.
  • Over 1,200 app requests per month are now fulfilled through self-service, with most low-risk access granted instantly without IT involvement.
  • Access fulfillment became 90% faster, with same-day access becoming the norm instead of multi-day wait times.

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Challenge

Benchling ran a fast-growing enterprise where new employees, team changes, and project needs generated a constant stream of app access requests. Every request, regardless of how routine, came into the IT helpdesk as a ticket. 

A new hire needing Slack, a salesperson needing Salesforce, a developer needing Jira, all of it landed in the same queue and waited for an IT team member to process it manually.

The backlog grew faster than the team could clear it. Employees waited an average of three days to get access to tools they needed from their first day. Managers chased IT for updates. 

New hires sat idle waiting for access that should have been ready before they arrived. Meanwhile the IT team spent hours each week on requests that required no judgment, no investigation, and no specialist knowledge, just a few clicks to approve and provision.

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Solution
  • Self-Service App Catalog gave employees a single browsable view of every approved application in the company, with a one-click request flow that did not require raising an IT ticket.
  • Slack-enabled approvals sent every access request directly to the right manager in Slack, so approvals happened in the tool managers used all day.
  • Pre-approved access policies allowed commonly requested, low-risk apps to be fulfilled instantly without a human approval step.
  • Joiner-Mover-Leaver automation provisioned standard app access for new hires automatically on their first day, removing the most repetitive category of requests from the queue entirely.
  • No-Code Workflows allowed IT to build and adjust approval flows without engineering support, so new apps were added to the catalog quickly as the stack changed

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Why CloudEagle.ai?

Benchling evaluated several solutions and chose CloudEagle.ai for these reasons:

  • Approvals happen in Slack, managers approve or reject directly in Slack where they already work, which is why completion rates are high without IT chasing anyone.
  • Live in days, not months, 500+ direct integrations mean the catalog is set up and employees are using it fast, with no engineering support needed.
  • Approval routing tied to role and app policy: the right person approves, not whichever IT team member picks up the ticket.
  • Covers the full request lifecycle, from the employee's request to approval in Slack, provisioning, and eventual offboarding, all in one place without switching tools.

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Impact

IT Queue Cleared of Tickets

  • 95% reduction in access-related IT tickets within the first month of catalog launch.
  • IT team freed from processing routine app requests, with time reallocated to higher-priority infrastructure and security work.
  • Approval workflows handled by app owners and managers directly, with IT as a fallback rather than the default route for every request.

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Instant Access for Users

  • 1,200 app requests handled through self-service every month without IT involvement.
  • App access fulfillment 90% faster after catalog launch, with low-risk apps approved and provisioned instantly.
  • New hires arrive on day one with standard app access already in place, with no waiting and no IT ticket required.

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Automated Approvals

  • Every new app added to the catalog comes with a pre-configured approval policy and a Slack-based approval flow, so the self-service model scales as the stack grows.
  • Employees know where to go for access, one catalog, one request flow, one place to check status.
  • IT has a full record of every access request, approval, and provisioning action without maintaining a separate log.

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The Transformation

Before CloudEagle
Every app access request raised as a manual IT helpdesk ticket regardless of how routine.
Employees waiting an average of 3 days for access to commonly used tools.
IT team spending hours each week on low-judgment, repetitive access provisioning.
New hires waiting for standard app access on their first day, with no automated provisioning in place.
No employee visibility into where their access request stood in the queue.
After CloudEagle
Check box
1,200 app requests handled through the self-service catalog every month without IT involvement.
Check box
Access to low-risk, pre-approved apps fulfilled the same day or often instantly.
Check box
IT team focused on higher-priority work with routine access requests removed from the queue.
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New hires provisioned with standard app access automatically on day one.
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Employees track their own request status through the catalog with no need to chase IT.

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