“Since implementing zofiQ, our team has dramatically reduced escalations and improved technician confidence. It’s become the operational heartbeat of our service desk.”

Dan Olson | CEO @ Peak Global Solutions

Introduction: Turning Triage Into a Strategic Advantage

Peak Global Solutions, a rapidly growing Managed Service Provider, wanted to bring structure and speed to its ticketing process. The team was facing recurring triage bottlenecks, inconsistent prioritization, and a growing reliance on dispatchers. To solve these challenges, Peak Global Solutions implemented zofiQ, an AI-powered platform built specifically for MSPs to help technicians work independently, standardize workflows, and eliminate repetitive manual tasks.

Challenge: Manual Triage Slowing Down Progress

Before zofiQ, ticket routing and prioritization were completely manual. Dispatchers carried the load of assigning tickets, and delays or misrouted issues were common. Junior technicians needed frequent help from senior engineers, pulling leadership away from strategic projects. Onboarding new hires was also difficult since client knowledge lived in scattered notes and individual experience rather than a centralized system. The result was slower resolution times and inconsistent customer experiences that made it hard to scale effectively.

Solution: Deploying zofiQ’s AI Agents for Smarter Service Delivery

To eliminate manual triage, Peak Global Solutions deployed zofiQ’s Triage Agents, which analyze each ticket, identify context, and automatically apply accurate classifications and priorities.

The Board Agent provides a live snapshot of ticket flow and workload distribution across the team. The Urgency Priority Agent ensures that high-impact issues surface first, while the Insights Agent delivers instant visibility into client-specific context so technicians can act confidently without waiting for direction.

Together, these features transformed how the service desk operates. Technicians now receive structured guidance directly inside their workflow, enabling faster and more consistent resolutions across all clients.

Results: Real Numbers, Real Impact

• 20% fewer escalations as frontline technicians resolve more issues on their own

• 25% more first-touch resolutions due to improved classification and prioritization

• 30% faster onboarding thanks to standardized workflows and centralized client context

• 6 to 8 hours saved weekly by automating manual triage and dispatching
  
  

Beyond the metrics, zofiQ reshaped the team’s rhythm. Technicians now approach tickets with confidence and independence. Senior engineers are free to focus on proactive, higher-value projects. Daily standups have become faster and more focused, as the entire team has real-time visibility into priorities and workloads.

Visit https://zofiq.ai to learn more!

When zofiQ Went Offline, the Difference Was Immediate

During a brief AWS outage, the team experienced firsthand how integral zofiQ had become. Within an hour of the platform being unavailable, the triage queue backed up and technicians reverted to manual dispatching. The experience reinforced zofiQ’s importance as a core part of daily operations. Today, the platform is as essential to Peak Global Solutions’ workflow as their PSA itself.

Why This Matters for MSPs Everywhere

For Managed Service Providers, every minute counts. zofiQ gives MSPs the intelligence and automation needed to scale service operations without sacrificing quality or control. At Peak Global Solutions, the platform not only streamlined triage and prioritization but also improved technician confidence, reduced training overhead, and strengthened leadership visibility.

Conclusion: From Bottlenecks to Breakthroughs

Peak Global Solutions’ success story shows what happens when AI becomes an active partner in service delivery. By automating triage, improving technician confidence, and streamlining daily workflows, zofiQ has turned a once-manual process into a scalable, intelligent system that drives measurable business outcomes. With fewer escalations, faster resolutions, and better visibility across the board, the team is now operating at a level of efficiency that sets a new standard for MSP performance.

Want to see the same results for your MSP?

👉 Book your demo of zofiQ today and put AI Agents to work for your team.

Visit https://zofiq.ai to learn more!