Case Study: Alvarez Technology Group reclaims 40 hours a week with Thread

Alvarez Technology Group reclaims 40 hours a week with Thread

Alvarez Technology Group, a family-owned MSP, faced a challenge as its service desk grew. Their single dispatcher was overwhelmed by manually following up on tickets with missing information, a process that consumed roughly 40 hours per week across their ten-person engineering team. This bottleneck prevented their staff from focusing on higher-value work.

The vendor Thread implemented its AI service desk layer to automate ticket intake, triage, and follow-up within the company's ConnectWise Manage platform. The solution included an AI agent for Microsoft Teams, automated prioritization, and a voice overflow agent. As a result, Alvarez Technology Group reclaimed 40 hours per week, equivalent to a full-time employee, maintained 100% customer satisfaction for 13 weeks, and scaled their client base without adding new headcount.

Alvarez Technology Group