Case Study: Advantage Microsystems cuts resolution time by 20% with Thread

How Advantage Microsystems Cut Resolution Time by 20% After Implementing Thread

Advantage Microsystems, a managed service provider, faced significant challenges with disjointed customer communication. Their clients were reluctant to use personal phones for support, leading to inefficient email exchanges and unauthorized Slack messages that bypassed their ticketing system. This disorganization hampered their ability to quickly resolve issues and required a solution that could integrate chat directly into platforms their clients already used, such as Slack and Microsoft Teams.

By implementing Thread’s chat functionality, Advantage Microsystems seamlessly integrated client communication with their ConnectWise PSA ticketing system. The solution provided a familiar interface for clients, leading to high adoption rates and streamlined support workflows. As a result, Thread helped Advantage cut resolution time by 20%, significantly boost customer satisfaction, and strengthen their value proposition to new clients.

Advantage Microsystems

Rob Ganister

Chief Technology Officer