At Equinox IT Services, founded in 2002 based in Orem, Utah, efficiency is key. Specializing in providing top-tier IT support to a wide range of businesses, Equinox has always been at the forefront of using technology to streamline their operations. With clients depending on quick, accurate resolutions to their IT problems, the team at Equinox, led by co-founder Steve Talford, needed a way to speed up their processes, reduce ticket escalations, and make knowledge more accessible to all technicians—whether they were seasoned experts or new hires.
To address these challenges, Equinox turned to CrushBank, a powerful AI-driven platform that automates ticket resolution and simplifies access to critical knowledge. Here’s insight from several team members at Equinox on how CrushBank is transforming the way they work and helping them deliver faster, more efficient IT support to their clients.
Equinox IT Services Co-founders Steve Telford and Norm Chambers.
Breaking Down Information Silos at Equinox IT Services
Like many Managed Services Providers (MSPs), Equinox IT Services needed to ensure that their technicians had fast access to vital information—information that was often scattered across different systems or locked in the heads of individual team members. Steve explained the problem:
“What we were originally looking for was a way to unsilo the information stuck within each technician’s head by having a tool that could look at all the previous tickets, knowledge base articles, and industry knowledge so we could quickly find answers to questions as they came in. This reduces our ticket time and helps our newest techs perform like more experienced ones.”
With CrushBank, Equinox found a solution that could pull together all of these disparate sources of information into a single, searchable platform. Technicians at Equinox can now access not only internal knowledge base articles but also external industry sources, past tickets, and more. This has resulted in faster ticket resolutions, which is a key differentiator for the company.
Empowering Technicians, Reducing Escalations
One of the key benefits Equinox has experienced with CrushBank is its ability to reduce escalations by enabling technicians to solve more problems on their own. Instead of relying on senior techs or escalating issues up the chain, newer technicians can use CrushBank to find the information they need quickly. The help desk team leader shared:
“CrushBank has reduced the frequency of escalations because our techs can resolve the problem without needing to go to another source. They’re finding answers on their own, which helps them build confidence and close tickets faster.”
This level of empowerment is especially important for new technicians at Equinox, who may not yet be familiar with all the intricacies of their clients’ IT setups. CrushBank allows them to quickly search for client-specific information and even pull out snippets of relevant data from long documents, making their search more efficient.
Onboarding Made Easy
For Equinox, one of the biggest wins with CrushBank has been in the onboarding of new technicians. Instead of spending weeks or months trying to learn where all the information is stored or getting bogged down with complicated systems, new hires can dive right in and start finding what they need almost immediately.
This quick access to knowledge helps new hires hit the ground running and shortens the time it takes to get them fully up to speed.
Real-Time Efficiency Gains
The team at Equinox also noted that CrushBank has had a measurable impact on ticket resolution times. One technician mentioned that CrushBank typically cuts ticket resolution time in half depending on the ticket, while others reported that they save several minutes on each ticket. Over the course of a day or week, this adds up to significant efficiency gains.
“I would say that it probably saves me at least a couple minutes per ticket,” one technician said. “It’s just faster. Unless I already know something, CrushBank is the quicker search tool.”
These efficiency improvements are felt across the entire organization, across the higher level technicians are freed up to work on the more complex tasks.
A Full Commitment to CrushBank
The team at Equinox has a clear message for other MSPs considering CrushBank: Go all in.
“I would definitely recommend CrushBank to other MSPs. I’ll also share the good advice we got when we first started with it: If you’re going to do it, go all in. If you only stick a toe in the water, you’re not going to see the value,” Steve shared. “If you’re going to do it, get committed.”
By fully integrating CrushBank into their workflows, Equinox has been able to bring on new technicians and new clients with less friction and fewer growing pains. The platform has helped them reduce escalations, boost ticket resolution times, and create a more consistent and efficient IT support process.
Conclusion
For Equinox IT Services, CrushBank has proven to be more than just a search tool—it’s a cornerstone of their IT support operations. From reducing the time it takes to resolve tickets to empowering new hires with quick access to critical information, CrushBank has helped Equinox improve efficiency, reduce escalations, and ensure that all technicians, no matter their experience level, have the tools they need to succeed.
If you’re an MSP looking to streamline your operations and improve ticket resolution times, take it from the team at Equinox: CrushBank can make a world of difference.