Case Study: TLC Tech speeds ticket routing and boosts technician efficiency with ConnectWise AI Agents

TLC Tech cuts ticket triage from 20-30 minutes to 5 with ConnectWise

TLC Tech, a California-based managed service provider (MSP), was facing a significant challenge with manual ticket triage. A three-person team was hand-processing over 4,000 tickets each month, which took 20-30 minutes per ticket and regularly violated service level agreements (SLAs). This manual process created a backlog that left phones unanswered and put immense pressure on the dispatch team.

To solve this, TLC Tech implemented ConnectWise AI Agents within the ConnectWise PSA platform to automate intake, triage, enrichment, and routing. The solution from ConnectWise dramatically reduced the time for a ticket to reach a technician to just five minutes and cut the average ticket resolution time from hours to under one hour. This allowed the dispatch team to answer calls live within one to two rings, leading to the highest customer satisfaction (CSAT) scores the company had ever recorded, all without adding additional staff.

TLC Tech