Case Study: Marco increases billable hours by 600+ with Thread Magic AI

How Marco Reclaimed Time for What Counts

Marco, an IT services and consulting provider, faced operational challenges with inefficient manual ticket routing. This process required five dedicated staff members and often led to misrouted tickets, causing delays and poor customer experiences. To address this, Marco implemented the Magic AI product from vendor Thread to automate their triage process.

By using Thread's AI for auto-categorization and prioritization, Marco dramatically improved efficiency. The solution reduced their dispatch staff from five people to one, eliminated ticket misrouting, and empowered technicians to focus on complex problem-solving. This resulted in over 600 additional billable hours, significantly faster resolution times, and improved customer satisfaction without the need to hire additional staff.

Marco

Danielle Vickstrom

Senior Service Delivery Manager