Case Study: Tigerhawk Technologies cuts ticket turnaround time and boosts technician efficiency with Thread

Tigerhawk Technologies cuts ticket turnaround time by 40% with Thread

Tigerhawk Technologies, a six-technician MSP, faced significant challenges with inefficient ticket intake. Their remote ticket turnaround time was slow, averaging over an hour and a half, and high phone call volume with frequent voicemails created duplicate work and prevented technicians from focusing on billable tasks. They needed a solution to automate and structure their intake process to achieve their goal of sub-30-minute ticket resolution.

The company implemented Thread's AI service desk layer, which they named "Jay." This AI triage agent handled intake conversations, asked clarifying questions, and automatically routed tickets. As a result, Tigerhawk cut ticket turnaround time by 40%, reduced phone volume by over 40%, and increased technician utilization from 65% to above 90%. Thread's solution effectively eliminated voicemails and allowed the team to focus on complex work while maintaining a 100% customer satisfaction rating.

Tigerhawk Technologies