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Use case · Consistent service delivery

Same process. Every technician. Every time.

When every technician handles a ticket their own way, your SLAs, your margin and your clients' experience depend on who picked it up. Pia runs your process the same way on every ticket, inside ConnectWise PSA, Autotask PSA and HaloPSA.

Schedule your discovery call See how it works
Four technicians. Four versions of the process.
 

Illustrative: one new user request, picked up on four different shifts.

What MSPs report

Consistency shows up in
the numbers your clients feel

 

Client satisfaction

97 to 98%

CSAT held while 35 to 40% of daily tickets run through Pia automation

AccellisAmericas
 

Tickets fully automated

15%

Two dispatchers moved into DevOps and service management roles

PavelcommAmericas
 

New starter fulfillment

<4hours

Down from a three-day SLA, across about 11,000 endpoints

ramsacEMEA
Kris Garbet, Director of Operations at Scout Technology Guides
“

How do we continue to grow and scale as an organization while ensuring that we're not diluting our product? Our service that we provide is our product.

Kris Garbet, Director of Operations, Scout Technology Guides Americas

See the full customer stories ›

How it works

Your process, run the same way on every ticket

Consistency breaks in five predictable places. Each step closes one of them.

1

Define it once

Build your process from 100+ pre-built automations or your own steps, in your order.

FixesThe process that lives in one person's head
2

Run it from the ticket

Technicians launch the process inside the PSA ticket, so every step gets done on the busiest day too.

FixesThe busy-day shortcut
3

Check before it runs

Add checks that catch a wrong format or a missing field before anything changes in the client's environment.

FixesThe entry nobody double-checked
4

Write it back

Every action is recorded on the ticket as it happens, so your audit trail builds itself.

FixesTicket notes written from memory
5

Change it once

Update the process and every technician, shift and site runs the new version from the next ticket.

FixesFive desks doing it five ways
Why consistency breaks

"There's a lot of rework and a lot of missed steps as part of things as simple as a user onboarding."

Jon Fitzryk VP of Managed Services & Operations, Diamond IT

Tickets resolved automatically each month
15 to 20%
Customization needed
The last 10 to 15%
Result
Less rework, lower resolution times
Diamond IT customer story video: Jon Fitzryk on removing rework and missed steps with Pia
FAQ

What operations leaders ask us

Something we haven't covered? Bring it to your discovery call.

Does Pia replace our SOPs or run them?

It runs them. Your SOP becomes the process Pia carries out step by step inside the ticket, so every technician follows it without opening the document.

What happens when a technician wants to do it differently?

They can suggest a change, and you decide whether it becomes the process. Once you update it, everyone runs the new version. Complex tickets still go to your team, and your technicians keep the judgment calls.

How does it work across several service desks or an acquired company?

Every desk runs the same process from inside its PSA ticket, so an acquired team can work your way from its first day on Pia. Where a client needs a variation, you build it once as its own version.

Can we change the process later?

Yes. Edit the steps, add a check or change the order, and it applies from the next ticket. Your technicians can make those updates as client environments change.

What does the client see?

A predictable outcome: the request is done the same way every time, and the ticket shows what was done. With SmartForms or Pia Chat, client requests run the same process from the moment they're submitted.

How is this different from workflow rules in our PSA?

PSA workflow rules move and update tickets. Pia does the work the ticket asks for in Microsoft 365, Active Directory and your other tools, then records each action on the ticket. Your PSA manages the queue and Pia runs the process.

What if our technicians don't use it?

Consistency only holds if the process actually gets run, so adoption is part of the rollout. ramsac, which supports about 11,000 endpoints, appointed Pia champions across its teams, a mix of skeptics and enthusiasts, and made them responsible for delivery. Their rollout took one to two weeks, and their teams now bring a long list of new automations they want built.

Find out where your service desk varies most

In a 30-minute discovery call, we'll look at the tickets your team handles differently today and what it takes to run them one way.

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