Case Study: InsITe Business Solutions achieves more consistent ticket triage with ConnectWise AI Agents

InsITe Business Solutions dispatches tickets in 8-10 minutes with ConnectWise AI Agents

InsITe Business Solutions, a managed service provider for manufacturing clients, faced a challenge with inconsistent service desk triage. Without a dedicated dispatcher, their technicians shared the responsibility of monitoring an incoming ticket board, leading to varied pickup times, occasional mishandling, and interruptions to their workflow.

By implementing ConnectWise AI Agents within their ConnectWise PSA platform, InsITe automated the classification, prioritization, and routing of tickets. The solution from ConnectWise resulted in a much more consistent dispatch process, with tickets typically being routed within 8-10 minutes—up to 60% faster than before. This led to quicker customer notifications, improved operational data, and created a more scalable foundation for service delivery that also provided broader learning opportunities for their technicians.

InsITe Business Solutions