Case Study: Fusion Computing cuts escalations by 86% with ConnectWise AI Agents

Fusion Computing cuts escalations by 86% with ConnectWise

Fusion Computing, a Toronto-based managed IT and cybersecurity services provider, struggled with frequent ticket escalations and slow technician onboarding. Their team leads were overextended from constantly handling escalations for moderately complex issues, which caused delayed customer responses and made it difficult for the company to scale its operations efficiently. To address this, they turned to ConnectWise and implemented its agentic AI solution, ConnectWise AI Agents, within their platform.

By integrating ConnectWise AI Agents, Fusion Computing embedded AI-guided troubleshooting and automated resolution workflows directly into their technicians' daily processes. This solution provided real-time guidance and step-by-step instructions, enabling technicians to resolve issues more independently. As a result, ConnectWise helped Fusion Computing achieve an 86% reduction in ticket escalations, an increase in first-touch resolution rates, and significantly faster onboarding for new technicians, allowing leadership to refocus on strategic growth.

Fusion Computing