Case Study: Blacktip IT boosts ticket resolution speed with Pia aiDesk

Blacktip IT's Operational Revolution with Pia aiDesk

Blacktip IT, a managed services provider based in Florida, faced significant operational challenges including slow user account management, manual workloads, and time-intensive Microsoft 365 processes. These bottlenecks were reducing customer satisfaction and limiting the team's ability to focus on strategic work. To address this, they chose to implement the Pia aiDesk automation platform from vendor Pia.

By leveraging Pia aiDesk’s advanced automation and seamless integration with their ConnectWise system, Blacktip IT achieved a 75% reduction in ticket resolution times and thousands of dollars in monthly labor savings. The vendor Pia enabled the team to handle multiple tickets simultaneously, drastically cutting service delivery times to under two minutes and leading to greatly enhanced customer satisfaction and employee productivity.

Blacktip IT

Emma Bookspan

Tech Ops Manager