IT Company Saves 25 Hours Weekly on Support Calls

The Challenge

TechPro Solutions, a managed IT services provider in Seattle, was drowning in support calls. Their technicians were constantly interrupted by phone calls while trying to resolve client issues, leading to longer resolution times and frustrated clients on both ends.

“We were in a no-win situation,” explains owner Kevin Park. “If we answered every call, tickets took forever to close. If we let calls go to voicemail, clients got frustrated. We needed a way to handle calls without pulling technicians off their work.”

The Solution

TechPro implemented AgentZap as their first line of support. The AI receptionist handles all incoming calls, gathers issue details, creates support tickets, and triages by priority. Urgent issues get escalated immediately, while routine requests are queued appropriately.

The system integrates with their ticketing platform (ConnectWise) to automatically create and categorize tickets. Technicians receive detailed summaries so they can hit the ground running when they pick up a ticket.

The Results

Within 90 days of implementing AgentZap, TechPro Solutions saw dramatic improvements:

• 25 hours saved weekly that technicians previously spent on the phone
• 98% client satisfaction score up from 82% before AgentZap
• 40% faster ticket resolution with fewer interruptions
• 24/7 support coverage for after-hours emergencies

TechPro has since taken on 15 new managed services clients without adding staff, directly attributing their capacity increase to AgentZap.

Features Used