The ticket is qualified and enriched upon arrival
Client, position concerned, history, similar incidents already resolved. The technician no longer asks for the context.
Connected to
MSPs and IT services
Your level 1 spends his day on tickets that are not tickets.
Qualified tickets, documentation maintained, quotes and renewals followed, without degrading the support.
Tracking
resolved and escalated tickets
Control
context available per ticket
Measurement
renewals to prepare
Connected to
The short answer
How to reduce the load of level 1 support in an outsourcing company?
The requests are qualified on arrival, those which relate to a known procedure receive the response or the action to follow, and the others arrive at the technician enriched with the context: position, history, similar incidents. The support keeps its level, it no longer keeps the sorting.
The problem
Points of friction · MSPs and IT services
Your level 1 spends his day on tickets that are not tickets.
Today
With the system
A significant proportion of tickets already have their answer in the documentation.
The ticket is qualified and enriched upon arrival
The technician asks for the same context information three times.
What already has a procedure receives its answer
Customer documentation is never up to date.
The documentation stands on its own
License and contract renewals are discovered late.
Licenses and contracts are monitored as they expire
Live
A request arrives. See what happens next.
Illustrative scenario: approvals and exceptions still need to be defined with your team.
Slack#supportYYour clientHello, a colleague has been unable to connect to his session since this morning.
YYour support agentI’ll take care of it now.
Send a message
Meanwhile, in your tools
Slack
The ticket is qualified and enriched upon arrival
Notion
What already has a procedure receives its answer
Notion
The documentation stands on its own
Airtable
Licenses and contracts are monitored as they expire
Tracking · resolved and escalated tickets
What we install
The complete infrastructure for your workflow.
Each step is built, connected to your tools and tested on your real cases before launch.
What already has a procedure receives its answer
Reset, access, common configuration. With the exact handling, in the right customer environment.
Connected to
The documentation stands on its own
Each resolution feeds the base. Documentation ceases to be a perpetually postponed project.
Connected to
Licenses and contracts are monitored as they expire
Early renewals, proposals prepared, usage deviations reported before the surprise bill.
Connected to
Pilot monitoring
What to monitor during the pilot
Tracking
resolved and escalated tickets
Scope and indicator defined before the pilot.
Control
context available per ticket
Checked against authorised data and cases.
Measurement
renewals to prepare
Comparison with the starting point after launch.
Orders of magnitude observed on typical deployment scenarios, given to situate the extent of the change. These are not measured customer results: yours are quantified during the audit, on your data.
Your safeguards
What stays under your control.
Giving a system access affects your data and processes. These are our default safeguards.
You stay in control
We start with approval for every action. Only what you explicitly authorise, case by case, runs on its own.
Your accounts stay yours
Accounts, domains and hosting remain in your name. You can disconnect whenever you choose.
Approvals before sensitive actions
Sensitive actions use drafts and approval queues instead of direct writes.
Questions
The questions we are asked
What if the agent mishandles?
It only responds to procedures validated by you, within the scope of the customer concerned. Outside this perimeter he climbs, it's a configured behavior, not an accident.
Our customers have very different environments.
This is exactly why the scope is partitioned by customer. A procedure from one client never applies to another.
Does this replace our ticketing tool?
No, it feeds it and unclogs it. You keep your tool and your processes.
We look at your case before promising anything.
A call to understand what is costing you the most today, and to tell you frankly if we are the right person to talk to.