Case Study: Platform 24 boosts service desk efficiency with Pia aiDesk

Platform 24's IT Service Revolution with Pia aiDesk

Platform 24, a Sydney-based managed service provider, was facing significant challenges with a high volume of service tickets. Their manual processes were time-consuming, leading to delays and impacting customer satisfaction. They sought an intelligent automation solution from Pia to automate their most costly tickets and improve operational efficiency.

By implementing Pia aiDesk, Platform 24 automated repetitive tasks like user onboarding, terminations, and mailbox management. The Pia solution led to faster ticket resolution, a reduced workload for engineers, and consistently meeting a 90%+ SLA threshold for all clients. This resulted in higher customer satisfaction, improved work-life balance for technicians, and allowed the company to invest in other business areas.

Platform 24

Munashe Tsindikidzo

ICT Business Analyst