Case Study: Mercor achieves 24/7 IT automation and faster contractor onboarding with Serval

Serval Helps Scale Mercor's Global Business by Automating the Automation

Mercor, a fast-scaling AI company that provides expert training data, faced significant operational bottlenecks as it grew. Their IT team, led by Dana Stocking, managed all support requests through a Slack channel without a formal ticketing system, leading to dropped requests and inefficiencies. The manual process of onboarding thousands of contractors and handling database access requests created major scaling challenges for their global team. To address this, they chose to implement Serval, an AI-native automation platform.

By implementing Serval, Mercor automated critical workflows across seven teams, including IT, infrastructure, and payments. The results were substantial, including the fully automated onboarding of over 4,000 contractors and the automation of more than 60% of IT tickets, which enabled 24/7 global support. Serval provided a transparent, low-code platform that allowed teams to build automations quickly, drastically reducing manual work and removing bottlenecks to scaling.

Mercor

Dana Stocking

Head of IT