Case Study: WheelHouse IT reduces response times with Thread

WheelHouse IT reduced response times by 92% with Thread

WheelHouse IT, an IT services provider, struggled with an outdated and clunky chat application that was frustrating customers and hindering support. They needed a modern chat solution to facilitate quicker responses, improve the client experience, and boost their KPIs for their millennial and Gen-Z clientele.

Thread provided its AI-powered chat platform, integrating with ConnectWise to automate request categorization and prioritization. This solution led to a 92% reduction in response time and a 27% reduction in resolution time. Thread also improved reporting accuracy and allowed technicians to handle multiple conversations efficiently, significantly enhancing the customer support experience.

WheelHouse

Gani Zebersky

CEO & Managing Partner