Case Study: Marco adds 600+ billable hours with Thread’s AI-powered service desk

Marco adds 600+ billable hours with Thread

Marco, a managed services provider, faced the challenge of scaling its client support operations without increasing overhead. Their technicians were spending excessive time on manual ticket triage and repetitive tasks, which slowed response times. To address this, Marco implemented Thread's AI-powered service desk to automate their intake and prioritization processes.

The solution from Thread automated the capture and routing of support requests, ensuring tickets entered the system with accurate context. This allowed technicians to reclaim time and focus on solving client problems. As a result, Marco added over 600 billable hours without hiring additional staff, significantly improving operational efficiency and the customer experience.

Marco