Case Study: Five Star Technology Solutions achieves 98% faster ticket response times with Thread

How Five Star Technology created a Virtual Help Desk with Thread to improved ticket response times by 98%

The customer, Five Star Technology Solutions, faced the challenge of providing scalable IT support to modern classrooms. As a managed service provider for school districts, their on-campus technicians were overwhelmed, causing delays that stalled learning. They needed an effortless solution for teachers to get help quickly. They implemented Thread's Inbox, Messenger, Workflow, and Co-Pilot products to create a Virtual Help Desk.

The solution from Thread involved installing its software on every teacher's desktop, enabling real-time service across over 20 districts. The platform automatically generated tickets for a shared universal inbox and used AI-powered Co-Pilot to automate tasks. This allowed a small team of virtual technicians to handle nearly 8,000 tickets. The results were a 98% improvement in response time, with an average ticket resolution in 10-15 minutes and 37% of issues resolved remotely, all while maintaining an almost 100% customer satisfaction rate.

Five Star Technology Solutions

Nathan Davidson

Vice President of Managed Services