Customer story

Platform 24's IT Service Revolution with Pia aiDesk

Discover how Platform 24, a leading MSP, leveraged Pia aiDesk to revolutionize their ticketing processes, boosting operational efficiency and significantly enhancing customer satisfaction through state-of-the-art IT service management.

Company Profile

Platform 24 is a Sydney-based Managed Service Provider (MSP) specializing in hardware, software, maintenance, support, and administration. Platform 24 has been delivering IT services for over 20 years. What started as servicing the needs of small businesses across Inner West and Sydney CBD soon expanded into a much larger business model, shifting away from break-fix and into a full-fledged MSP that caters to the masses across Australia.

The Challenge

With their valuable time, energy, and efforts dedicated to serving numerous clients across multiple geographic areas, Platform 24 faced the challenge of handling a significant volume of tickets. The manual ticketing process consumed considerable time and effort from their support staff, leading to delays in ticket resolution.

Understanding the impact of these delays on customer satisfaction and response time, Platform 24 recognized the need to find a solution to help them automate their most time-consuming and costly tickets, improve their operational efficiency, reduce manual intervention, and optimize resource allocation to deliver efficient services without increasing business overheads.

Why Pia aiDesk

Platform 24 needed more than another workflow-building tool linking their existing systems. They required an intelligent automation platform that could resolve end-to-end service tickets, allowing them to solve a significant portion of them autonomously.

Pia aiDesk was selected as the perfect solution to tackle Platform 24’s challenges. Built by an MPS for MSPS, Pia understands how operational efficiency impacts business costs and customer satisfaction. An insight that allowed Pia aiDesk to meet and surpass Platform 24’s business expectations while supporting their efforts to improve their customers’ experience.

Increased productivity

By utilizing Platform 24, Pia aiDesk has reduced service desk workloads and minimized the number of technicians it needs to work out of hours. This yielded numerous benefits, including enhanced employee productivity and work-life balance, and allowed Platform 24 to invest in other business areas.

Pia enabled us to implement a new Computer Profile Setup Process, which has reduced our new starter calls with the Engineers from 45 minutes to just 15. More so, we have configured our Client Facing Ticketing Platform to routing Pia Serviceable tickets to the appropriate board/status – which is serviced by specific quick fix Level 1 Engineers – and again, the result for the client has been faster resolution time with quick fix tickets which Pia has serviced in the background.

- Munashe Tsindikidzo, ICT Business Analyst

Faster ticket resolution

Increased customer satisfaction

By leveraging the features of Pia aiDesk, Platform 24 has improved turnaround time and reduced human error, providing the fast, dependable, and quality service that customers appreciate and have come to rely on

Final results

Thanks to Pia ai Desk, Platform 24 has been able to handle their large quantity of service tickets more efficiently and accurately, in turn allowing them to thrive and achieve outstanding business results, including:

Faster ticket resolution time
Lower missed ticket schedules
Higher client satisfaction rate since consistently meeting a 90%+ SLA threshold across all their clients, thanks to Pia always meeting the quick-fix SLA
Higher ticket single-touch percentage
Improved ticket Kill Rate for Level 1 Engineers

About Pia aiDesk

Pia aiDesk 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.

Through our partnership with Pia, we hope to continue building upon our client satisfaction rate and improving our ticket lifecycle. We might also implement a chat functionality in our client-facing ticketing platforms since Pia serviceable tickets can be initiated by Level 1 Engineers simultaneously. This will go a long way in improving our communication/response time with Clients. We look forward to continuing to grow and scale Platform 24 using Pia to support our service desk

- Munashe Tsindikidzo, ICT Business Analyst

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