Case Study: CrushBank achieves faster help desk resolutions with IBM Watson Discovery

CrushBank uses AI to arm its IT staff with better information

CrushBank, an IT help desk software company founded by veteran MSP operators, faced a common support challenge: help desk engineers were spending up to half their time searching through large amounts of structured and unstructured data before they could troubleshoot and resolve customer issues. The company wanted a better way to make support staff faster and more effective, and turned to IBM and IBM Watson Discovery to help solve the problem.

IBM helped CrushBank build an AI-powered solution that searches support knowledge from multiple sources in a single dashboard and presents the most relevant answers to agents. Using IBM Watson Discovery, CrushBank launched tools that improved productivity, increased ticket resolutions by 40% per day, and reduced total time to resolution by 45%, helping customers close about 40% more tickets daily and improve customer satisfaction.

CrushBank

Brian Mullaney

Principal and Chief Revenue Officer