Case Study: Equinox IT Services speeds technician onboarding and closes more tickets with CrushBank

How Equinox IT Services Onboards New Technicians Faster and Closes More Tickets

Equinox IT Services, an MSP based in Utah, faced challenges with information silos among its technicians, which slowed down ticket resolution and made onboarding new hires difficult. The company sought a way to provide its team, especially new technicians, with faster access to collective knowledge to reduce escalations and improve efficiency. To address this, they turned to the AI-driven platform from vendor CrushBank.

By implementing CrushBank, Equinox integrated its disparate information sources into a single, searchable platform. This solution empowered technicians to find answers quickly, drastically reducing the need for escalations. The vendor's tool significantly improved onboarding for new hires and yielded measurable results, including cutting ticket resolution times in half on some tickets and saving several minutes on others, leading to major efficiency gains across the organization.

Equinox IT Services

Steve Talford

Co-founder