Case Study: Computers Made Easy eliminates ticket cherry-picking with MSPbots

Computers Made Easy gains full visibility across 2 offices with MSPbots

Computers Made Easy, an MSP based in Vancouver, WA, faced operational challenges due to a lack of structured ticket workflow. Technicians engaged in ticket cherry-picking, leading to overlooked requests and a lack of real-time visibility into workload distribution across its two offices. This became a greater issue as the company prepared for an ITIL migration. To address this, they turned to vendor MSPbots.

MSPbots implemented its Next Ticket solution, which provided guided workflows that automatically assigned technicians their next ticket based on configured rules, eliminating cherry-picking. The vendor also provided customized dashboards and alert bots for management visibility. The results included consistent ticket prioritization, more time for managers to coach teams instead of monitor boards, and a faster, more reliable reporting process. MSPbots gave the company the ability to instantly shift technician focus by adjusting rules.

Computers Made Easy