Case Study: Network Overdrive achieves 80% support efficiency gains with Thread

How Network Overdrive Improved Support Efficiency by 80% with Next-Gen Service Alignment

Network Overdrive, an Australian managed service provider, faced the challenge of embedding their support team directly into their clients' daily communications without being overwhelmed by a flood of instant, high-expectation requests. They needed a way to be accessible within client workspaces like Microsoft Teams and Slack while maintaining control over their support channels and avoiding burnout for their technicians. They turned to Thread, using its Inbox, Messenger, and Workflow products to find a solution.

Thread provided a centralized platform that integrated with the clients' existing communication channels, acting as a filter for support requests. This allowed Network Overdrive to offer real-time, embedded support that felt internal to the client without requiring their technicians to constantly switch between multiple tenant accounts. The solution from Thread led to an 80% improvement in support efficiency, a significant increase in client engagement through chat, and provided the team with scalable control over dispatching and client communications.

Network Overdrive

Greg Clarkson

Managing Director