Company Profile
ComSys is a US-based technology services provider with over 30 years of experience helping businesses implement and manage secure, scalable voice and data infrastructure. The company has built a team of seasoned specialists committed to keeping pace with the fast-moving world of converged communication technologies.
Known for its hands-on service model and strong partnerships with industry leaders, ComSys works closely with customers to design tailored technology implementation strategies. Their focus: aligning technology with business goals to ensure every investment delivers measurable value and competitive advantage.
As part of its innovation roadmap, ComSys explored AI automation as a way to support continued growth, increase internal efficiency, and deliver faster, smarter help desk experiences—without compromising quality or customer satisfaction.
The Challenge
Like many fast-moving MSPs, ComSys faced a familiar set of challenges as demand on their help desk increased:
- Escalation bottlenecks: Level 1 engineers were spending time on basic, repetitive tasks like password resets and account unlocks.
- Ticket volume growth: Expanding client environments led to more support requests and increased pressure on available staff.
- Security concerns: Providing frontline staff with admin-level access to Microsoft 365 or domain environments raised compliance risks.
- Implementation fatigue: Competing AI solutions required more than 100 hours of onboarding—often with the need to hire or outsource specialized resources.
- Rapid onboarding: Pia was fully deployed in just 14–15 internal man hours. According to Trevor, “It was so laid out… we knew exactly what needed to be done, by whom, and when.”
- Secure automation: Tasks like password resets, account unlocks, and basic troubleshooting could be handled autonomously—without granting access to sensitive systems.
- Team enablement: The goal was never to replace staff, but to increase capacity. Pia freed up time for the help desk to focus on higher-value work.
These barriers made most automation platforms too costly or complex to justify—until ComSys found a solution that delivered real impact with minimal effort.
“We didn’t want to replace our people—we wanted to empower them. With AI, our Level 0 support now resolves more tickets than Level 1, without compromising security. And we did it all with less than 15 hours of implementation work.”
— Trevor Bahannan, CTO, ComSys
The solution
ComSys implemented Pia, an AI-enabled triage and automation platform designed for MSPs. The solution introduced a new “Level 0” support tier, enabling the help desk to resolve more tickets at first contact—quickly, securely, and without escalation.
Key benefits included:
- Rapid onboarding: Pia was fully deployed in just 14–15 internal man hours. According to Trevor, “It was so laid out… we knew exactly what needed to be done, by whom, and when.”
- Secure automation: Tasks like password resets, account unlocks, and basic troubleshooting could be handled autonomously—without granting access to sensitive systems.
- Team enablement: The goal was never to replace staff, but to increase capacity. Pia freed up time for the help desk to focus on higher-value work.
Results
Increasing efficiency
- The new Level 0 support capability—powered by Pia—now resolves more tickets than Level 1.
- Repetitive issues no longer need to be escalated, and first-contact resolution is significantly faster.
Better use of resouce
- Two team members were reassigned to dedicated roles elsewhere in the business.
- The help desk team maintained full coverage and service quality with fewer people.
Improved customer experience
- Customer satisfaction scores improved.
- “Gold alerts”—positive shout-outs from clients—increased as a direct result of faster resolution times.
Sales impact:
When the company’s sales manager experienced a printer issue, Pia resolved it in 20 seconds. That moment became part of the sales team’s pitch to clients, reinforcing ComSys’s ability to deliver fast, intelligent support.
“Just wait until you open a ticket with us—you’ll see how fast we can fix it.”
Looking ahead
Trevor and the ComSys team are excited about what’s next. They see AI not just as a support tool, but as a core enabler of how they’ll serve both internal users and clients moving forward.
Future areas of exploration include:
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Internal knowledge assistants for team members to instantly access documentation
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AI-enabled personal task bots to manage workloads and highlight missed actions
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Client-facing automation tools that allow end users to resolve common issues on their own
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Proactive insights from AI-driven analytics to inform training, ticket deflection, and workflow improvements
About Pia
Pia is an intelligent automation platform that integrates with existing IT service management tools to streamline processes, free up resources, and boost operational efficiencies for managed services providers (MSPs).
Pia combines hyperautomation technologies, including artificial intelligence, machine learning, natural language processing, robotic process automation, and the Pia Chatbot to quickly analyze, route, and action repetitive tasks, such as user creation, password or virtual private network (VPN) resets, domain name system (DNS) flushing, and active administration changes.
Pia’s globally patented aiDesk solution enables MSPs to reduce business costs, improve client service time, increase employee satisfaction, and deliver consistent service.
