Case Study: Fusion Computing achieves 20%+ service desk capacity growth with ConnectWise and zofiQ

Fusion Computing boosts service desk capacity 20%+ with ConnectWise

Fusion Computing, a Toronto-based managed IT and cybersecurity services provider, faced a challenge with rising ticket volume and technical complexity. Their help desk analysts spent excessive time on research and drafting communications, which slowed resolutions and limited capacity. The high cost and difficulty of hiring additional staff pressured them to find a way to improve efficiency without expanding headcount, leading them to partner with ConnectWise.

By implementing ConnectWise's native AI solution, zofiQ, the vendor provided a solution that automated professional communications and delivered step-by-step troubleshooting guidance. This integration saved analysts 3-4 hours per week and boosted overall service desk capacity by over 20%. For ConnectWise's customer, the measurable results included handling more tickets without new hires, reducing escalations, and delivering faster, more consistent support, which improved profitability and customer satisfaction.

Fusion Computing