Customer story
How Restech Accelerated MSP Efficiency & Growth with Pia
Discover how Restech turned a staffing challenge into an opportunity for transformation. By adopting Pia’s AI-powered automation, they slashed resolution times, cut labor costs, and scaled service delivery—without sacrificing customer satisfaction.
The impact in numbers
Restech’s shift to AI-led automation delivered measurable results across every part of the service desk. From faster ticket handling to major cost savings, here’s a snapshot of the performance gains powered by Pia.
Up to 15x Faster Ticket Resolution
Reduced resolution time from 20-30 min to 2-10 min
50%+ Reduction in Labor Costs
Replaced four level-one techs with two level-zero techs
98 More Tickets Closed per Week
AI automation enabled a Level Zero team to boost productivity
Faster Resolution, Higher CSAT
Maintained 99.2% CSAT score across 33,000+ responses
4x Engineer Output at Lower Cost
Pia costs less than one technician but delivers the work of four
Company Profile
Established in 1992, Restech has grown to become a premier managed service provider (MSP) committed to empowering small and medium-sized businesses with advanced technology solutions. Serving more than 520 companies across Louisiana, Restech excels in offering customized IT services to various industries, including financial services, legal, healthcare, construction, engineering, and hospitality. With a steadfast dedication to reliability, proactive solutions, and customer satisfaction, Restech has cemented its reputation as a trusted partner in fostering business growth and innovation.
The Challenge
After evaluating various AI solutions, James Knowles, Restech ‘sDirector of IT Services, discovered Pia. He was immediately impressed by its potential to revolutionize MSP operations. The onboarding process began in July and was completed by October, yielding impressive results:
Effortless Integration: Pia onboarding was both simple and stress-free. Featuring over 60 pre-built universal scripts and the capability to detect different environments (cloud, hybrid, or on-prem), Restech ‘s team swiftly incorporated Pia into their workflows.
Automation Features: Pia automated both routine and complex tasks, significantly lightening the technicians’ workload. Its AI capabilities empowered even entry-level staff to take on high-level responsibilities, ensuring continuity and efficiency.
The Solution
After evaluating various AI solutions, James Knowles, Restech’s Director of IT Services, discovered Pia aiDesk. He was immediately impressed by its potential to revolutionize MSP operations. The onboarding process began in July and was completed by October, yielding impressive results:
Effortless Integration
Automation Features
The Results
- Boosted Productivity: Pia enabled Restech to optimize its workforce efficiently. Instead of rehiring four level-one technicians, Restech replaced them with just two level-zero technicians. With AI-driven automation handling repetitive tasks, these new hires managed 98 additional tickets per week—work they typically wouldn’t have handled. Despite a smaller team, Restech maintained an impressive 87% billable utilization rate, proving that AI-led automation drives efficiency without compromising performance
- Significant Time Reduction: Ticket resolution times dropped dramatically from an average of 20-30 minutes to just 2-10 minutes. This boost in efficiency not only enhanced operational performance but also improved the client experience by resolving issues more quickly.
- Cost Efficiency: Restech achieved notable cost savings by adopting Pia. The platform’s annual cost was less than the salary of a single level-one technician, yet it delivered the equivalent output of four engineers. Additionally, the reduced need for full-time programmers further cut operational costs.
- Elevated Customer Satisfaction: Restech ‘s ability to sustain a 99.2% customer satisfaction (CSAT) score across 33,000 responses highlighted the impact of Pia ’s consistency and accuracy. The platform ensured precise and timely ticket resolution, minimizing human error and bolstering client trust.
- Operational Scalability: By automating repetitive tasks, Pia freed technicians to focus on strategic initiatives. The platform’s versatility allowed Restech ‘s coordinators—who usually handled phone-based client interactions—to perform tasks like password resets and new user requests during calls, further streamlining processes.
Future Vision
Restech envisions a future where AI and automation are central to their MSP operations. With Pia as a cornerstone tool, Restech plans to:
- Enhance Employee Skills: Train level-zero employees to become level-two engineers, leveraging AI to manage routine tasks while tackling more complex challenges.
- Reduce Routine Hiring: By integrating AI into service delivery, Restech expects to decrease the need for entry-level hires while boosting the capabilities of existing staff.
- Improve Service Delivery: Pia’s ongoing development of plugins and APIs ensures that Restech can continually expand its automation capabilities, staying ahead of industry trends.
Conclusion
Pia has transformed how Restech operates, enabling the company to navigate staffing challenges, enhance operational efficiency, and consistently deliver exceptional customer satisfaction. By automating routine tasks and streamlining workflows, Restech has freed up resources for strategic initiatives and empowered employees to excel in their roles.
For Restech, adopting AI is not just about keeping up with the competition; it’s about setting a new industry standard. Pia exemplifies how the right technology can unlock unprecedented growth and innovation for MSPs, ensuring long-term success in a rapidly changing landscape.
About Pia
We know help desks can be… well, a bit of a headache. That’s why we built Pia— the ultimate AI-powered automation platform for Managed Service Providers (MSPs)—to deliver unparalleled efficiency, lightning-fast ticket resolution, and outstanding client experiences.
Seamlessly integrated with your PSA, Pia combines out-of-the-box automations, customizable workflows, zero-touch resolutions, and AI-led ticket triage to analyze, route, and resolve repetitive tasks swiftly, empowering everyone, from junior techs to seasoned engineers, to close tickets faster, handle routine tasks like new user onboarding —quickly and accurately every time, and even instantly resolve specific client requests without engineering oversight.
Let Pia do the heavy lifting so your team can scale smarter, effortlessly manage more endpoints, and truly delight your clients.
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