Overview
Fusion Computing, a leading Managed Security Services and outsourced IT Operations provider, faced challenges with frequent ticket escalations, heavy reliance on team leaders, and the need to up-skill technicians continuously. Fusion implemented zofiQ to address these issues, which empowered its technicians to work more independently, optimize support processes, and enhance communication.
"We have seen an 86% reduction in escalations since implementing the zofiQ Platform."
- Zohaib Javid, Service Desk Team Lead
Challenge
Before adopting zofiQ, Fusion's technicians frequently escalated tickets to team leaders, slowing issue resolution and overloading leadership. Additionally, onboarding new technicians was time-consuming, and keeping up with rapidly changing technologies created ongoing training challenges.
Since implementing zofiQ, Fusion's support operations have transformed through technician-focused AI Assistants built specifically for MSPs. Fusion's service desk team now resolves 91% of tickets on the first touch (up from 89%), with security ticket resolution improving from 65% to 76%. This has also led to an 86% reduction in escalations, allowing leadership to focus on strategic priorities, drive sales, and simplify workflows across the team.
"Since implementing zofiQ, our service desk has been resolving more tickets on the first touch, reducing escalations and improving workflow efficiency, even as we bring on new customers."
- Arie Frohlich, Service Desk Manager
Solution
By integrating zofiQ, Fusion reduced ticket escalations, improved first-touch resolution, and streamlined workflows, allowing the company to scale more quickly while continuing to deliver top-tier IT Services.
Key Benefits
- Increased Technician Confidence: zofiQ empowered technicians to resolve issues independently, reducing reliance on team leaders.
- Continuous Skill Development: Technicians enhanced their troubleshooting abilities, allowing them to tackle more complex issues over time.
- Proactive Problem-Solving: The POD encouraged a forward-thinking approach, helping technicians anticipate and prevent issues before they escalated.
- Efficient Onboarding: New technicians ramped up quickly, becoming productive faster and reducing the time required for training.
- Reduced Escalations: These improvements resulted in significantly decreasing escalations, leading to faster resolution times and improved service quality.
Dedicated Private AI
At zofiQ, privacy and confidentiality are at the heart of our AI design. Unlike commercial AI platforms where your data may be used to train global models, zofiQ provides a dedicated private AI that operates solely within your environment. Your data stays entirely within your control, ensuring that sensitive information never leaves your organization. This dedicated approach guarantees that every interaction is secure, with no risk of data exposure.
Seamless Implementation in Minutes
At zofiQ, privacy and confidentiality are at the heart of our AI design. Unlike commercial AI platforms where your data may be used to train global models, zofiQ provides a dedicated private AI that operates solely within your environment. Your data stays entirely within your control, ensuring that sensitive information never leaves your organization. This dedicated approach guarantees that every interaction is secure, with no risk of data exposure.
AI-Generated Workflow Discovery
With zofiQ's AI-generated workflows, inefficiencies that were once hidden come to light. Using comprehensive discovery and API exploration, zofiQ doesn't just identify inefficiencies—it maps them out and generates fully customizable solutions.
From automation to process optimization, you can implement AI-generated workflows, allowing your team to focus on critical tasks. At the same time, zofiQ handles routine and repetitive operations, driving continuous improvement across your service delivery.
