Case Study: NSO improves support efficiency with Thread

NSO used Thread to give its clients what they really wanted: chat support

NSO, a Dutch managed service provider, faced a challenge as their customers increasingly avoided phone calls and found email too time-consuming. This created a communication gap where clients would let IT problems persist. Seeking an easier and more accessible way for clients to contact them, NSO partnered with Thread to implement its chat support solution.

By integrating Thread's chat and Magic AI products, NSO provided a communication channel embedded within Microsoft Teams, making it simple for clients to use. The solution improved engineer efficiency by 45% and reduced the time to resolve tickets by 49% by automatically categorizing requests and providing context from past tickets. Thread's platform gave NSO a 125% return on investment and made them significantly more accessible to their clients.

NSO

Raymond Heijberg

Managing Director