Case Study: Peak Global Solutions boosts service desk efficiency with ConnectWise zofiQ AI

Peak Global Solutions cuts escalations by 20% with ConnectWise

Peak Global Solutions, a managed service provider, faced challenges with manual ticket triage, inconsistent prioritization, and heavy reliance on dispatchers, which slowed resolutions and hindered scalability. To address these bottlenecks, the company partnered with ConnectWise and implemented its zofiQ AI platform to automate and transform their service desk operations.

By deploying ConnectWise's zofiQ AI agents, Peak Global Solutions automated ticket triage, classification, and prioritization. The solution delivered a 20% reduction in escalations, a 25% increase in first-touch resolutions, and 30% faster onboarding. The team also saved 6-8 hours per week by eliminating manual processes, resulting in greater technician confidence and more efficient daily operations.

Peak Global Solutions