Case Study: Interlaced streamlines ticket management with Thread’s Slack service app

How Interlaced - LA Streamlined Ticket Bottlenecks with Thread’s Slack-Embedded Service App

Interlaced, an IT managed service provider for the media and entertainment industries, faced bottlenecks and inefficiencies in their support ticket management system. Their process was creating delays and preventing their technical teams from focusing on delivering solutions for their clients. They partnered with the vendor Thread to implement its service app, which integrates with Slack and Microsoft Teams.

Thread’s solution embedded support directly into the clients' existing communication channels, streamlining the ticket workflow. This kept all conversations on record and searchable, which improved troubleshooting and provided clients with real-time, personalized follow-ups. The results included an elevated customer experience, the alleviation of internal pressure on support teams, and the elimination of client hesitation to request help. Thread’s collaborative approach and responsive team were also noted as key contributors to the successful outcome.

Interlaced

Evan Dumouchel

Vice President of Operations