Case Study: CrushBank achieves faster, more accurate help desk support with IBM watsonx.ai and watsonx.data

CrushBank makes help desk support more accessible and actionable for customers

CrushBank, an AI-enabled IT help desk application provider, was facing a common MSP challenge: help desk engineers were spending too much time searching across large volumes of structured and unstructured data to find answers, slowing resolutions and hurting customer satisfaction. CrushBank turned to IBM, using IBM watsonx.ai and IBM watsonx.data to build a smarter way to surface business-critical information for support teams.

IBM helped CrushBank power its CrushBank Neuro solution with enterprise-grade AI that unifies ticket records, documents, knowledge-base articles, and other data into fast, grounded responses. The results included a 40% increase in tickets closed per day, a 25% reduction in average time to resolution, and a 20% increase in first-call resolution, improving productivity, customer experience, and onboarding for new hires.

CrushBank

Brian Mullaney

Principal and Chief Revenue Officer