MSP Case Study: How One Partner Reduced RHEM with zofiQ

For Managed Service Providers (MSPs), managing Reactive Hours per Endpoint per Month (RHEM) is crucial for efficiency. Fusion Computing tackled this using zofiQ's AI-powered platform. Here's how they achieved it:

• Challenges: High RHEM led to technician overload, slower response times, and poor client experiences.

• zofiQ Solutions: Automated ticket sorting, AI-driven problem detection, and auto-fix systems reduced escalations by 86% and boosted first-touch resolutions.

• Results: By October 2024, Fusion saw a 30% drop in RHEM, improved technician availability, and better service quality.

This case study shows how automation tools like zofiQ can transform MSP operations.

Starting Point: High RHEM Impact

Tech Team Workload Issues

At Fusion Computing, high RHEM levels created challenges that threatened growth and service quality. The technical team faced mounting pressure as ticket volumes surged, leading to workloads that were impossible to sustain. With RHEM rates exceeding the industry standard of 0.25, technicians found it increasingly difficult to work efficiently.

This reactive approach caused several key issues:

• Poor resource management due to a lack of separation between reactive and planned tasks

• Rushed ticket resolution, resulting in incomplete documentation

• Insufficient time to properly analyze and address recurring problems

• Reduced capacity for preventative maintenance

These internal struggles had a direct impact on the company’s ability to deliver quality service.

Customer Experience Problems

The high RHEM levels also took a toll on client relationships as the company grew. The lack of proper workflow segmentation put additional strain on technicians, leading to service delivery issues. Response times began to lag, clients grew frustrated when they could no longer interact directly with the founder, and troubleshooting quality suffered due to rushed problem-solving. Preventative maintenance, which could have reduced future issues, was often ignored in favor of immediate support needs.

This situation underscored the need for a major shift in how Fusion managed its services. Manually handling every support request was no longer practical, and without proper workflow segmentation, maintaining consistent service across their client base became impossible.

EP41 - Maximizing MSP Helpdesk Efficiency with AI

zofiQ Setup and Core Features

After identifying high RHEM, Fusion Computing Limited introduced zofiQ to cut down reactive hours. These features have reshaped their service operations.

Smart Ticket Sorting

zofiQ streamlined ticket categorization and routing for Fusion Computing Limited's service desk. This automation reduced RHEM significantly. Service Desk Team Lead Zohaib Javid shared:

We have seen an 86% reduction in escalations since implementing the zofiQ Platform.

By analyzing historical data, the system assigns tickets to the right technician immediately, increasing first-touch security ticket resolution rates from 65% to 76%.

Auto-Fix Systems

The platform employs AI agents to handle remediation tasks, document fixes, and update ticket statuses. This automation has further reduced RHEM. Service Desk Manager Arie Frohlich highlighted the impact:

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.

Early Problem Detection

zofiQ's proactive monitoring adds another layer of reliability. Its AI continuously tracks performance, identifying issues early and helping achieve a 91% first-touch resolution rate. This prevents incidents that could increase RHEM. Cyber and AI Expert Mike Pearlstein emphasized its benefits:

They have been great partners in helping make our service desk more efficient and effective and reducing our MTTR! Lower MTTR = Higher Margins.

Running in a secure private AI environment, zofiQ ensures data protection while maintaining peak performance. This setup has also expanded capacity by around 20% without requiring additional staff.

Results and Performance Data

RHEM Reduced by 30%

Fusion Computing Limited achieved a 30% reduction in RHEM by October 2024 with the help of zofiQ. The shift in daily operations was evident through key metrics:

Service Desk Manager Arie Frohlich shared:

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.

These metrics set the stage for broader operational improvements.

Enhanced Performance Metrics

The 30% RHEM reduction paved the way for additional productivity boosts. With fewer escalations, team leaders could focus on strategic projects instead of routine issues, while the organization’s security response capabilities saw noticeable improvement.

This efficiency allowed teams to prioritize proactive efforts over reactive troubleshooting, aligning with the goal of cutting down reactive support hours.

Mike Pearlstein, a Cyber and AI Expert, emphasized the financial benefits:

Huge shoutout to the zofiQ team. They have been great partners in helping make our service desk more efficient and effective and reducing our MTTR! Lower MTTR = Higher Margins.

These results highlight how AI-driven automation like zofiQ can reshape MSP operations, leading to better service delivery and increased profitability.

Key Findings and Tips

This case study highlights important insights and practical steps for MSPs aiming for similar results.

What Worked Best

Two standout strategies contributed to success:

1. Automated ticket management: Leveraging zofiQ's automation tools reduced the need for manual input.

2. Proactive problem detection: Identifying issues early helped avoid ticket escalation.

Tips for MSPs

Here are some practical suggestions to help MSPs achieve similar outcomes:

• Check RMM and PSA compatibility: Before deployment, ensure these systems work well together for smoother integration and improved efficiency.

• Start with a phased rollout: Focus on key workflows first, allowing you to measure results, fine-tune configurations, and build team confidence.

• Keep data organized: Well-structured data allows zofiQ to optimize workflows and improve processes effectively.

Next Steps with zofiQ

Future plans include boosting security automation, enhancing client reporting, and fine-tuning workflows to achieve even greater efficiency.

"90% of MSPs view automation as a crucial technology, according to Kaseya's 2023 MSP Benchmark Report, citing its ability to improve efficiency, enable them to take on more clients, and increase revenue."

Summary

Fusion Computing Limited achieved a 30% reduction in RHEM by implementing zofiQ, significantly improving the efficiency of their MSP operations. In October 2024, this Managed Security Services provider revamped its workflows using AI-driven automation.

Service Desk Manager Arie Frohlich shared the impact of this transformation:

"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."

The success was driven by three key factors:

• Private AI for Routine Tasks: Automated repetitive tasks while maintaining strict data privacy.

• Improved Technician Capabilities: Empowered service desk staff to handle complex issues without additional escalations.

• Optimized Workflows: AI identified inefficiencies, enabling quicker resolutions and smoother processes.

These results highlight how AI-powered tools like zofiQ can reshape MSP operations by cutting down RHEM, improving efficiency, and ensuring service quality remains intact.

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