Background
At Nashville Computers, a tight-knit team of five service desk technicians and several long-tenured senior engineers work together to support almost 80 clients and more than 1,500 endpoints.
The team’s mission is simple: clear the noise, stay proactive and give every team member time to do meaningful work and grow as a professional.
As they pursued major growth goals, Nashville Computers wanted to find smarter ways to automate the boring work so technicians and engineers could focus on solving the bigger problems that build their skills, and the company
The Challenge
Repetitive tasks held back team members and growth
As Nashville Computers’ client list grew, so did the number of repetitive requests flooding their help desk.
Onboardings and offboardings alone created a steady stream of tickets. Every new hire needed accounts, access, and permissions. Every departure meant tracking down licenses and shutting off access across different systems.
Senior engineers and ambitious technicians spent too much time on repetitive, manual tasks instead of focusing on deeper troubleshooting or strategic projects.
The more their client roster grew, the harder it became to maintain consistency, keep up with demand, and protect team members’ time for higher-value work
“Spending so much time on manual onboarding and off-boarding tasks reduced our ability to respond quickly to current clients’ needs and limited our capacity to take on new business.”
— Jesse Knight, Security Engineer, Nashville Computers
The solution
Automate the boring work so people can do more
Nashville Computers wanted to grow. And they realized the only way they could achieve their goals, without sacrificing quality or control, was to automate the repetitive tasks that held them back.
They chose Pia because it could help them do just that, while offering more flexibility, tighter integration with existing tools, and a strong support community.
Right out of the box, Pia’s library of 90+ ready-made automations helped Nashville Computers streamline routine onboarding and offboarding tasks.
The team also used Pia’s SmartForms, simple white-labeled forms that allow end users to report issues and trigger automated resolutions. These made clients’ and technicians’ lives easier. No more back-and-forth emails chasing down information. Faster resolution times also improved client satisfaction.
For issues that needed additional attention, Nashville Computers used AI Triage to read, prioritize, and classify incoming tickets automatically. AI Triage stamps each ticket with the right details, sorts it based on the team’s rules and workflows, and makes sure each ticket lands with the right tech.
Once those automations were in place, the team started building a few of their own. Pia’s custom automation capabilities gave them the flexibility to automate more of their day-to-day workflows and shape the platform around their specific needs.
“Custom automations have been transformative for our workflows. Now, we can continuously refine our processes as our business evolves.”
— Jesse Knight, Security Engineer, Nashville Computers
The impact
With Pia’s automations in place, the platform can now service 24% of the tickets that hit Nashville Computers’ help desk on a daily basis. Of those tickets, 26% can be resolved automatically from start to finish, clearing routine work before anyone on the team needs to get involved.
Every action Pia takes follows the workflows Nashville Computers established in advance, ensuring routine work is handled consistently and correctly.
With Pia in their stack, ambitious technicians and engineers have more time to work on bigger issues that strengthen client relationships and support the company’s long-term growth goals.
I would recommend Pia to any MSP looking to automate onboardings, offboardings and other L1 tickets. The time we save on repetitive tasks can now be redirected toward higher-value activities, improving our operational efficiency and client satisfaction.
- Jesse Knight, Security Engineer, Nashville Computers
About Pia
Pia is an MSP service delivery automation platform built for managed service providers to resolve tickets faster and operate with greater efficiency, enabling service teams to execute work consistently and at scale without changing the tools or processes they already rely on. Operating directly inside the PSA, Pia uses a proprietary machine learning model to classify tickets and trigger hundreds of pre-built automations, alongside the flexibility to create custom workflows as needs evolve. The result is faster ticket resolution, higher productivity, improved employee satisfaction, exceptional client experiences, and scalable company growth without increasing headcount. Learn more at pia.ai.
