Case Study: Venéco streamlines ticket triage with ConnectWise Sidekick

Venéco cuts ticket triage from 8 hours to 2 with ConnectWise

Venéco, an ICT services provider, sought to improve efficiency, automate manual tasks, and reduce errors to support its growth. They partnered with ConnectWise to address these challenges using the ConnectWise automation toolset.

The solution centered on ConnectWise Sidekick, an AI automation companion for ticket categorization and triage. By implementing Sidekick alongside other ConnectWise products, Venéco reduced its daily manual triage process from eight hours to just two. ConnectWise enabled the efficient processing of 1,000-2,000 daily tickets, achieving major gains in productivity and an 80% accuracy rate in automated categorization.