IT Services
Scenario: MSP L1 ticket deflection
Illustrative deployment scenario — not a verified client case study. Metrics show representative targets for this industry, not published customer results.
How an MSP could deflect tier-1 tickets and protect senior engineer billable time
Challenge
MSPs often have senior engineers handling password resets and status checks. Client SLAs slip during onboarding spikes.
Solution
AI service desk with PSA integration, runbook automation, human escalation, and knowledge-base RAG for client-specific SOPs.
40–60%
Target deflection
Per-seat improvement
Margin impact
Faster handoff
Onboarding cycle
95%+
First-response SLA
Automations deployed
- L1 triage + auto-resolution
- PSA ticket creation
- Client onboarding checklists
- Executive QBR narrative generation
Implementation timeline
- Week 1–2: PSA/RMM integration
- Week 3: Pilot with select clients
- Week 5: Portfolio-wide deployment
Ready to stop losing calls, leads, and hours?
Request a free assessment or book a strategy call. We'll identify your highest-ROI workflow and outline a pilot you can approve before any build begins.
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