Company Profile
Based in Houston, Texas, Rarity Solutions is a managed services provider delivering best-in-class IT support to organizations in the architectural, engineering, and construction (AEC) sectors. Their clients tend to be tech-savvy professionals who expect fast, reliable service from their IT partners.
As a self-described "people first" MSP, Rarity needed a way to make ticket submission effortless for end users while giving their internal team the tools to deliver consistent, high-speed service. With employees in project-based industries constantly on the move, onboarding and offboarding volumes were high, and the pressure to act fast never let up.
The Challenge
Rarity Solutions faced a set of compounding operational challenges that were slowing down the service desk and straining the team:
- Time-consuming manual processes: Before Pia, each onboarding or offboarding ticket took about 75 minutes to close. With an average of 44 of these tickets per month, and peaks of nearly 90 during busy seasons, the team was easily spending 40+ hours a month just creating and shutting down accounts.
- Inconsistent execution: Despite checklists and training, every tech completed onboardings differently. There was no standardized workflow, which meant steps were missed and quality varied from ticket to ticket.
- Outdated communication channels: Rarity's younger, tech-savvy end users were accustomed to tools like Slack and Microsoft Teams. Submitting tickets over email or following up via phone felt clunky and out of step with how they preferred to work.
- Urgent security exposure: When a client needed to immediately revoke access for a departing employee, or a ticket came in at 5:01 p.m. on a Friday before a holiday, the manual process simply wasn't fast enough to respond.
One of the most consistent things about onboardings and offboardings is they're inconsistent. No matter how many checklists, diagrams, or trainings you offer... techs would still forget something. Pia filled that gap."
Vance Townsend, Founding Partner, Rarity Solutions
The solution
Rarity Solutions implemented Pia's platform to automate and standardize their most time-intensive service desk workflows. The centerpiece of the rollout was SmartForms, Pia's white-labeled forms that allow end users to report issues and trigger automated resolutions directly from the tools they already use.
Key elements of the implementation included:
- SmartForms embedded in Microsoft Teams: Rarity integrated SmartForms into their clients' Teams environments, making it easy for end users to submit tickets without leaving the platform they use every day. This removed the friction of email-based ticket submission and aligned with how their tech-savvy users preferred to communicate.
- Automated onboarding and offboarding: Pia's pre-built automations replaced the manual, 75-minute process with a standardized workflow that resolves tickets in under 8 minutes. Every account setup and teardown now follows the same steps, every time.
- Extended automation coverage: Beyond onboardings and offboardings, Rarity also leveraged Pia's 90+ pre-built automations to handle other common, repetitive tickets like password changes and browser reinstallations.
Pia is a boon to our organization. It's our pivot point. There are a lot of other products out there that say they do automation. But Pia's SmartForms are the only ones to offer truly embedded automations. That alone makes Pia worth the spend."
Vance Townsend, Founding Partner, Rarity Solutions
Results
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Built-in consistency Every employee access ticket is now handled the same way. No shortcuts, no missed steps, no variation between techs. Pia replaced checklists and manual oversight with standardized workflows the team can trust.
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Capacity redirected to higher-value work With onboardings and offboardings running on autopilot, Rarity's team has reclaimed the equivalent of an entire work week every month — freeing them to focus on client-facing projects and strategic initiatives.
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Stronger client relationships Embedding SmartForms in Microsoft Teams changed how end users interact with support. Instead of terse email replies, Rarity's techs now receive warmer, more collaborative feedback from the people they serve.
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Revenue impact The time Pia gives back translates directly to the bottom line. Rarity now reinvests recaptured hours into billable work, turning operational efficiency into measurable revenue growth.
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.
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