Businesses face constant pressure to provide seamless and rapid customer service in today’s fast-paced digital landscape. For Managed Service Providers (MSPs) like Novatech, delivering timely solutions to clients is not only a competitive advantage but also a necessity. A single service disruption can mean lost revenue, diminished trust, and operational inefficiencies. CrushBank came in with their AI-powered solutions, revolutionizing the way businesses like Novatech manage their IT support data and ultimately helping them solve customer problems faster and more efficiently.
The Challenge: Managing Complex Data and Delivering Speedy Solutions
For companies like Novatech, which boast over 30 years of experience in helping businesses harness technology for profitability, the challenge isn’t just in offering support but in how that support is provided. With over 60 engineers managing a high volume of service tickets daily, ensuring that each issue is resolved quickly and accurately is key to maintaining service quality.
Over the years, Novatech accumulated an enormous repository of service ticket data, customer configurations, manufacturer documentation, and independent software vendor (ISV) information. While this data holds immense value, accessing and retrieving the right information from these vast stores in real time is no easy feat. Prior to CrushBank, engineers would spend hours searching for specific details buried within countless documents and ticket histories, slowing down the problem-solving process.
Enter CrushBank: A Game-Changer for Data Access and Problem-Solving
CrushBank, built with business-grade AI from IBM watsonx, completely transforms how data is accessed and utilized by knowledge workers like those at Novatech. By creating a private data lake for each client, CrushBank ingests and indexes vast amounts of data, including service tickets, configurations, and documentation. This system then makes all this data instantly searchable through AI-powered search and machine learning algorithms.
Novatech’s engineers now have a tool that acts as a centralized hub for all their IT support data. When a customer issue arises, engineers no longer have to sift through multiple systems and documents manually. Instead, they can query CrushBank’s intuitive search engine, which uses natural language processing (NLP) to understand the context and provide relevant information almost instantly. This drastically reduces the time spent searching for solutions, enabling engineers to close tickets faster and improve overall service delivery.
The Benefits: Increased Capacity and Improved Service Quality
The introduction of CrushBank has had a profound impact on Novatech’s operations. By streamlining the search process, engineers are now able to close an additional ticket per day, per engineer. With 60 engineers working across the company, this seemingly small improvement has compounded into a significant increase in operational capacity.
This means more tickets are resolved each day, which leads to shorter customer wait times, higher client satisfaction, and a reduction in escalated issues. The time saved on ticket resolution also allows engineers to focus more on complex, high-value tasks that require human expertise—further boosting service quality.
Additionally, CrushBank doesn’t just help with speed. It also ensures data accuracy by continuously learning and improving its classifications based on feedback from engineers. Over time, the system becomes more adept at predicting the solutions needed for various customer issues, further optimizing support processes.
Continuous Improvement: A Key Partnership
One of the standout aspects of CrushBank’s relationship with Novatech is the platform’s evolution. Novatech works closely with the CrushBank team, providing feedback on desired enhancements. This feedback is not only heard but often implemented, resulting in new features that further improve functionality. This partnership ensures that CrushBank remains a dynamic, evolving tool tailored to Novatech’s unique business needs.
In a world where time is money and customer satisfaction is key, CrushBank helps companies like Novatech stay ahead of the competition, offering unparalleled support that keeps clients happy and businesses thriving.