How Delivery Hero Saved 200 Hours a Month by Automating Account Recovery

The challenge

Employees regularly got locked out of their accounts, and every recovery needed IT to verify the person’s identity and then restore access in Okta and Google Workspace by hand. With roughly 800 requests a month and an average of 35 minutes per recovery, IT was a bottleneck and employees were left unable to work.

The solution

The IT service delivery team rebuilt the process as one n8n workflow. The employee’s direct manager now approves the recovery instead of IT, and once approved, automated API calls to Okta, Jira and Google carry out the reset. The workflow took five hours to deploy.

The outcome

• 200 hours saved per month
• Average lockout time cut from 35 minutes to 20 minutes
• Workflow deployed in 5 hours
• The same approach was extended to account offboarding and software license assignment

KtizoTech's take

The win here came from changing who approves, not only from the automation. Before building anything, we map the process and ask which steps actually need a specialist. Often the biggest saving is routing a decision to the right person and letting the system do everything after it.

This is an independent summary of a published case study. Delivery Hero is not a KtizoTech client, and all figures are as reported by n8n. Read the original: Delivery Hero case study (n8n).