IT Weapons, a leading Canadian Managed Services Provider, has a long history of delivering outstanding service to clients. Despite their reputation for high-quality service, a few years ago, they faced a challenge: reducing their average ticket resolution time, which was over an hour per ticket. That’s when they discovered CrushBank, an advanced AI system that has since transformed their operations.
Enter CrushBank
Two years ago, Gary Benezra and his managed services team began their journey with CrushBank. Initially hesitant about its potential impact and the integration process, they have since witnessed significant changes and improvements. Here’s their experience with CrushBank and how it has revolutionized their service delivery.
Initial Involvement and Implementation
“We heard about CrushBank a couple of years ago,” Gary recalls. “We were intrigued by its capability to present all relevant information to a technician working on a ticket. Recognizing its potential, we decided to dive in. We assembled a dedicated team to focus on leveraging the tool and implementing it properly. Working with the CrushBank team was fantastic; they provided the technical resources and guidance we needed, especially for integrating it with our PSA tool, ConnectWise.”
Service Desk Reaction and Training
Initially, user engagement was challenging. However, with a tailored training program and monthly awards for top users, they saw a marked increase in engagement. Their service desk, including level one, level two, and even level three techs, now actively uses CrushBank to help solve issues, streamlining their workflows and reducing escalations.
Integration and Data Handling
CrushBank’s ability to integrate with multiple data sources has been a game-changer. Beyond ConnectWise, they bring in data from IT Glue, LionGard, and SharePoint. This integration ensures that everything is visible in CrushBank right inside the ConnectWise screen, making information readily accessible for their technicians.
Measuring ROI and Efficiency Gains
After using CrushBank for some time, Gary and his team conducted a rigorous ROI analysis to determine its value. “We built a calculator to assess our ticket handling over the past two years. On average, we spent over an hour per ticket before CrushBank. After implementation, we saved 12.6 minutes per ticket, or around 20%. This significant saving solidified our ROI at about 175%. While we didn’t specifically measure escalations, we know that CrushBank has significantly reduced those too.”
Future Prospects and Recommendations
Looking ahead, Gary is excited about new features like the conversational search interface, CrushBank Neuro. “It sounds really interesting, and we are eager to explore its capabilities.”
For other MSPs considering CrushBank, Gary offers this advice: “If you want to save time per ticket and enhance your team’s productivity with accurate resolutions, CrushBank is worth the investment. There is a learning curve, but the returns are substantial. It’s crucial to implement it properly and leverage its full potential.”
Conclusion
Gary’s experience highlights the transformative power of CrushBank in streamlining IT support operations, improving efficiency, and delivering a solid ROI. For MSPs facing similar challenges, CrushBank offers a robust solution that, with proper implementation and engagement, can drive significant operational improvements.