Customer story
Scaling Smarter:
How Pavelcomm Streamlined IT Operations with Pia
Discover how Pavelcomm turned rising workloads into a catalyst for change with Pia’s AI-powered automation—saving 70+ hours a month, automating 15% of tickets, and scaling operations without adding headcount.
The impact in numbers
Pavelcomm’s shift to AI-powered automation delivered tangible results across the help desk. From time savings to full team adoption, here’s a snapshot of the impact powered by Pia
60–70 hours saved per month
by automating repetitive, manual ticket tasks.
15% of
tickets fully automated
handling 375+ requests without human input.
75% reduction in onboarding time
cut from 2 hours to under 30 minutes
100%
help desk adoption
making Pia essential to daily workflows
2 full-time dispatchers reallocated
to higher-value, strategic initiatives
Company Profile
Established as a leading Managed Service Provider (MSP), Pavelcomm has built a reputation for delivering high-quality IT solutions with a customer-first approach. With over 40 employees and a long history of providing managed services, the company prioritizes efficiency, automation, and innovation to maintain its competitive edge in the rapidly evolving MSP industry.
The company prides itself on delivering live-answer help-desk support, ensuring that clients always reach a real person instead of a call tree. This high level of service sets them apart from competitors and is a key reason for their longstanding client relationships. With so much experience on their side, Pavelcomm was ready to evolve with the needs of the market.
The Challenge
As the MSP industry evolved, Pavelcomm saw smaller competitors getting acquired by larger firms, often backed by private equity. These consolidations allowed competitors to offer cheaper, faster services—often by outsourcing help desk roles. To maintain its high-quality, personalized support, Pavelcomm needed to increase efficiency without increasing costs.
Initially, Pavelcomm adopted an RPA tool to automate workflows. However, its steep learning curve and need for specialized DevOps personnel made it costly and difficult to sustain. “We were spending the equivalent of a Tier 2 engineer’s salary just on licensing,” said Dave Tallbut, Chief Technology Officer. “And on top of that, we needed high-level engineers to make it work. It felt like we were maintaining the tool instead of the tool helping us.”
Frustrated with the lack of return on investment, Dave was open to alternatives. A chance encounter led him to discover Pia. “I had never heard of Pia before, but when I saw it was PowerShell-based and built for MSPs, I knew it had potential.”
The Solution
Skeptical after investing in an RPA tool, Dave told Pia’s team that he needed a home run right out of the gate. “I wasn’t interested in another money pit. We needed something that would deliver immediate value.” So, what were the key factors that set Pia apart?
- PowerShell-Based Scripting: Leveraging a familiar language for Pavelcomm’s engineers
- Pre-Built Automation Catalog: Offering out-of-the-box efficiency gains
- Seamless Integration: Minimizing onboarding time and eliminating the need for extensive DevOps expertise
- Smart Forms: Simplifying the onboarding and offboarding processes for clients
Despite initial hesitation, the deployment exceeded expectations. “We rolled out Pia in record time. Within weeks, we had it assisting with tickets, and now it’s saving us 60-70 hours a month in just labor.”
The Results
Since adopting Pia, Pavelcomm was counting on the solution to be a homerun. Thankfully, they started seeing benefits right away, including:
- 60–70 hours saved per month by automating manual processes
- 15% of all tickets fully automated, handling over 375 tickets monthly
- 75% reduction in user onboarding time, cutting it from 2 hours to under 30 minutes
- 100% adoption by the help desk team, making Pia a core part of daily workflows
- Reallocation of staff, freeing up two full-time dispatchers for other roles
- Reduction in errors and improved efficiency in ticket management
One of the biggest wins was ticket triage. “AI Triage was a game changer,” said Daniel, Pavelcomm’s DevOps Engineer. “It lets us route tickets based on key phrases or classification, which drastically improved response times and efficiency.”
Another major success was automating offboarding requests. “We had a client send a separation request at 4:55 PM on a Friday,” Dave recalled. “Normally, that’s a 45-minute process at the worst possible time. With Pia, the tech ran a script, and in minutes, it was done—ticket closed, client notified. That’s the magic of Pia.”
Pavelcomm has also developed custom automations using Pia. One of the most impactful is an onboarding automation that emails new hire credentials after clients submit an onboarding form. “It eliminates delays, reduces human error, and improves the client experience,” Daniel explained.
Other standout automations include:
- Signature pad reset script—A custom automation for a client that relies on digital signature pads. “If the pad stops working, they don’t have time to call IT,” said Daniel. “Now, they click one button, and it resets instantly.”
- Zero-touch user provisioning through SmartForms—Fully automating new user setups, reducing setup time by 75%.
“Pia is the reason I was able to transition into a full-time DevOps role,” Daniel added. “It’s allowed me to develop automations, increase efficiency, and deliver a better product to our clients.”
Future Vision
Pavelcomm plans to expand its use of Pia by:
- Expanding SmartForms to improve self-service efficiency for clients
- Training HR teams at client organizations to handle IT requests seamlessly
- Standardizing automation policies across all clients to ensure best practices in IT management
- Enhancing ticket triage with Pia’s advanced AI capabilities, specifically leveraging AI Triage for intelligent ticket routing
“We want to push more clients to use Smart Forms,” Daniel shared. “The more automation we can put in their hands, the better.”
By embedding Pia deeper into its operations, Pavelcomm aims to further reduce labor costs, enhance client experience, and maintain a competitive advantage in the MSP space.
Conclusion
Pia has not only transformed Pavelcomm’s business but has also had a profound impact on team members. One employee shared how learning to effectively use RMM systems and increase tech efficiency with Pia led them to pursue a full-time career in DevOps. Pia has allowed them to create value for Pavelcomm by developing automations, increasing efficiency, reducing errors, and ultimately delivering a better product to clients.
Pavelcomm has also been able to transform how it operates fundamentally. By automating routine tasks, reducing manual effort, and enhancing efficiency, Pavelcomm is leveraging Pia to scale without increasing overhead. The partnership has proven invaluable, setting the company up for long-term success in an ever-changing MSP 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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