Case Study: RFA improves MSP communications and SLAs with Thread

Why RFA's Yohan Kim Thinks Embedded Chat is the Future of MSP Comms

RFA, a global leader in IT and cybersecurity services for the financial sector, faced challenges with outdated MSP communication methods. Their clients were frustrated with slow, inconvenient channels like email and phone calls for support tickets. RFA needed a modern solution to bring real-time, chat-based support to the platforms their customers already used.

Thread provided its Inbox and Workflow products to embed support directly into Slack and Microsoft Teams. This solution streamlined ticketing with intelligent automation, allowing for real-time collaboration. The results were significant, including a 25% improvement in SLAs, a major reduction in the number of clicks needed to log tickets, and improved accuracy in ticket categorization for RFA.

RFA

Yohan Kim

Chief Executive Officer