Innovate IT Embraces Atera's AI Capabilities to Enhance Customer Support
Customer Company Size
Mid-size Company
Region
- Africa
Country
- South Africa
Product
- Atera
- Webroot
- Bitdefender
Tech Stack
- AI-powered assistant
- Automation scripts
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Digital Expertise
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Cybersecurity & Privacy - Network Security
Applicable Industries
- Professional Service
Applicable Functions
- Field Services
- Business Operation
Use Cases
- Predictive Maintenance
- Cybersecurity
- Remote Asset Management
Services
- System Integration
- Cybersecurity Services
About The Customer
Innovate IT is a leading Managed Service Provider (MSP) based in Cape Town, South Africa. The company has experienced significant growth and success in recent years, serving a diverse range of clients, primarily small businesses. With a team of 21 technicians, Innovate IT supports over 2,300 endpoints, providing essential IT services to ensure optimal performance and security for their clients. The company is known for its commitment to delivering exceptional support and leveraging advanced technologies to meet client needs. Innovate IT's reputation as a trusted MSP is built on its ability to address technological challenges and provide comprehensive security solutions, making it a preferred choice for businesses seeking reliable IT support.
The Challenge
Innovate IT, a Managed Service Provider based in Cape Town, South Africa, faced challenges in efficiently managing and resolving a high volume of support tickets. With over 2,300 supported endpoints and a team of 21 technicians, the company needed a solution to streamline their IT support processes and enhance service delivery. The existing system was not sufficient to handle the growing demands, leading to slower ticket resolution times and potential client dissatisfaction. The company sought a comprehensive platform that could provide insights into client environments, identify nonconformances, and offer solutions to improve performance. Additionally, Innovate IT aimed to enhance their security offerings to protect client networks from potential threats.
The Solution
Innovate IT adopted Atera's comprehensive platform to address their IT support challenges. Atera's platform provided the tools needed to streamline support processes, enhance ticket resolution, and improve client communication. The platform's AI-powered assistant acted as an intelligent co-pilot, analyzing incoming support tickets, summarizing issues, suggesting solutions, and recommending responses. This feature enabled technicians to generate scripts and apply automations, significantly reducing the number of open tickets and allowing the team to focus on delivering timely support. Additionally, Atera's integration with Webroot and Bitdefender add-ons enhanced security offerings, ensuring client networks remained protected from threats. The seamless integration of Atera into Innovate IT's workflow optimized their ability to provide robust protection and maintain their reputation as a trusted MSP.
Operational Impact
Quantitative Benefit
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