Case Study: Blacktip achieves faster, more collaborative IT support with Thread

Why Blacktip Chose Thread: Seamless Customer Collaboration & Intelligent Issue Swarming

Blacktip, an IT Provider, faced challenges with traditional email support, which hindered their ability to maintain their exceptionally fast response and resolution times for client tickets. Their legacy system created a split between internal and external communications and failed to support real-time, dynamic collaboration. The company turned to Thread and implemented its Teams, Inbox, and Workflow products to find a more efficient solution.

Thread's solution integrated seamlessly with Microsoft Teams, centralizing ticket resolution and information streams into the platform where the Blacktip team already worked. This enabled collaborative troubleshooting and swarming on issues directly within Teams, dramatically streamlining their workflow. The results were significant, allowing Blacktip to stop offering email-first support altogether. Thread made the team faster and more collaborative, helping them maintain their under-three-minute average response time and under-thirty-minute average resolution time.

Blacktip

Matthew Bookspan

Chief Executive Officer