“Implementing zofiQ has enhanced our team's efficiency to the point where it's like having two additional staff members, significantly boosting our productivity and service quality.”

Mike Pearlstein, Founder & CEO - Fusion Computing

Overview

The role of IT helpdesk analysts is demanding. It requires quick problem-solving and seamless communication skills to satisfy end users. With a growing number of tickets and increasingly complex issues, analysts often need help to meet the demand.

Ishmeet, a systems engineer at Fusion Computing, a leading Managed Security Services and outsourced IT Operations provider, faced these challenges. The diverse range of tickets, from simple password resets to complex issues, made it difficult to resolve problems quickly without spending significant time on research and troubleshooting.

To address these pain points, Fusion Computing introduces zofiQ, an AI Platform specifically designed for MSPs to streamline ticket resolution and improve overall  efficiency.

A Typical Week for Ishmeet

Ishmeet handles many tickets every week, balancing routine tasks and more complex technical issues. His efficiency has significantly improved since the introduction of zofiQ.

For routine tickets, zofiQ saves Ishmeet around 6 minutes on each email communication by providing well-crafted responses that require minimal adjustments.

When tackling more complex issues, Ishmeet saves additional time on research thanks to zofiQ's quick, accurate guidance, reducing the need to consult multiple external sources.

These improvements translate to roughly 3-4 hours saved weekly, allowing Ishmeet to resolve more tickets and provide faster customer service.

“zofiQ has made my day-to-day much more straightforward. By using the zofiQ Co-pilot to create email drafts that I can quickly adjust and send and providing step-by-step guidance for resolving issues, I save significant time on each ticket. This lets me focus on providing an outstanding experience for our customers.”

Ishmeet Dhillon, Systems Engineer

Compounding Results

The time savings provided by zofiQ not only benefits individual engineers but also significantly improve a team's overall efficiency.

By saving around 3-4 hours per week on tasks like communication and troubleshooting, each team member can resolve more tickets in less time, boosting the entire helpdesk's capacity. 

When an entire service desk team uses zofiQ, these time savings compound, effectively adding the equivalent capacity of additional full-time engineers. This allows the organization to manage increased ticket volumes without hiring additional staff.

When an entire service desk team uses zofiQ, these time savings compound, effectively adding the equivalent capacity of additional full-time engineers. This allows the organization to manage increased ticket volumes without hiring additional staff.

This ability to scale service delivery without expanding headcount directly contributed to cost savings and improved profitability, all while maintaining high levels of customer satisfaction through faster ticket resolutions and reduced wait times

Gaining a Competitive Advantage in a Tight Market with zofiQ

MSPs are turning to zofiQ for a competitive edge in a market where hiring and retaining skilled talent is increasingly challenging.

With demand for experienced technicians rising and the talent pool shrinking, zofiQ helps MSPs overcome this obstacle by enabling their existing teams to work more efficiently.

zofiQ’s AI Solutions empower MSP analysts to resolve more tickets faster, reduce escalations, and streamline workflows while boosting service quality. 

By optimizing your current workforce, MSPs can handle more clients and meet growing demands without the pressure of constant hiring, positioning themselves ahead in a highly competitive market.

Unlock your MSPs' Full Potential with MSP Automation!

Ready to give your MSP the competitive advantage it needs?

Reach out to zofiQ  today and discover how we can help your team work smarter, scale faster and stay ahead of the competition.