AI automation for IT services and consulting firms

What we automate

5 automations for it services & consulting

1. 01Support

   Ticket triage and routing

   The problem: Tickets arrive as loosely written emails, and someone has to read each one, work out the client, set a priority and decide who should pick it up.

   What we build: New tickets are read as they arrive, matched to the client and their contract, given a category and a suggested priority, and assigned to the right queue in your PSA with a two-line summary. Anything that mentions an outage or a security concern goes straight to the on-call engineer.

   ExampleSay a client emails at 7am that nobody in their office can reach the shared drive. The ticket is logged as high priority under the right contract and the on-call engineer has it in Teams before the service desk opens.

2. 02Operations

   Client onboarding checklists

   The problem: Each new client means the same long list of steps, from collecting admin credentials and device lists to setting up monitoring and documentation, and something always gets missed.

   What we build: A signed contract starts a standard onboarding project. The client gets a simple form for the information you need, reminders go out for anything missing, and tasks are created for your engineers in the right order. Your team sees one list of what is done and what is stuck.

   ExampleSay a 40-person firm signs on a Tuesday. By Wednesday they have the onboarding form, your engineers have their tasks, and a reminder goes out on Friday for the device list they have not sent yet.

3. 03Operations

   SLA breach warnings

   The problem: You often find out an SLA was missed when the monthly report is built or the client complains, long after you could have done anything about it.

   What we build: Open tickets are checked against each client's response and resolution times throughout the day. When a ticket is close to breaching, the assigned engineer and the service desk lead get a warning in Teams or Slack with the ticket linked.

   ExampleSay a priority-two ticket has 30 minutes left on its response time and nobody has touched it. The service desk lead gets a nudge in Teams and can reassign it before the clock runs out.

4. 04Sales

   Quote follow-ups

   The problem: Quotes for new hardware, projects and licence renewals go out and then sit, because nobody has time to chase them in between tickets.

   What we build: Every quote sent from your PSA or quoting tool is tracked. If there is no reply after a few days, a short, polite follow-up goes to the client in your account manager's name. Replies and questions go back to the account manager.

   ExampleSay you quoted a client for six new laptops last week and heard nothing. They get a friendly check-in on day five, and your account manager sees it on their list of open quotes.

5. 05Reporting

   Monthly client reports

   The problem: Building a monthly report for each client means exporting tickets, counting hours and writing a summary, client by client, at the start of every month.

   What we build: A report for each client is built from your PSA on the first working day of the month, with tickets raised and closed, SLA performance, hours used and a short plain-language summary. Your account manager reviews it before it is sent.

   ExampleSay you look after 25 clients. On the first Monday of the month each account manager has a draft report per client waiting for a quick read, instead of a day of exports.