Case Study: John Kavak’s IT Team saves 600 man-hours per agent annually with Wavity

John Kavak’s IT Team saves 600 man-hours per agent annually with Wavity

John Kavak’s IT team, supporting 2,500 end users for Chester County, Pennsylvania, faced significant visibility and efficiency challenges. Their previous service management platform was difficult to customize and had limited automation, forcing agents to handle many resolutions via phone and email outside the system. This left no audit trail, caused tickets to remain open after issues were fixed, and made gathering performance data a manual, time-consuming process. The team was constrained by the platform's limitations instead of being supported by them.

The team implemented the Wavity Help & Service Desk solution, mandating that all agent-to-user communication occur through its conversational interface. This centralized workflows and communications, creating a complete audit trail and providing context for every ticket. After a brief adjustment period, the team adapted. The key outcome from Wavity was the automation of a major workflow, saving an estimated 600 man-hours per call center agent annually, which recovers about one-third of a full-time position's capacity and provides meaningful, centralized data for leadership.