As a fast-growing MSP, Nexxo faced a common challenge: scaling operations without compromising service quality. By integrating Mizo, our AI-powered MSP automation solution, we achieved:
- 23% increase in technician productivity
- 15% reduction in ticket escalations
- more than 95% accuracy in request analysis
Here’s how we did it.
The Challenges of a Scaling MSP
With 80+ clients and a 100% growth rate, Nexxo struggled with:
- A growing volume of support tickets
- Increasingly complex IT issues, requiring advanced technical expertise
- Hiring bottlenecks, making it hard to scale the team
How Mizo Transformed Our IT Help Desk
Implementing Mizo’s AI-powered automation dramatically improved our MSP help desk efficiency.
Before Mizo:
Our technicians spent too much time manually analyzing tickets, searching for solutions, and escalating complex cases.
Example:
A ticket could pass through 2 to 4 technicians before resolution. The manual triage process led to longer response times and an increased workload.
After Mizo:
With AI-driven ticket management automation, Mizo:
- Analyzes and categorizes tickets instantly
- Suggests optimized solutions in seconds
- Frees up technicians to focus on high-value tasks
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Key Benefits for MSPs
- Fewer escalations due to precise AI-driven diagnostics
- Reduced repetitive tasks, allowing technicians to handle more strategic issues
- Faster response times, leading to higher customer satisfaction
By adopting AI for MSPs, Nexxo scaled efficiently, improved service quality, and boosted team productivity.
Want to streamline your MSP’s operations? See how Mizo can transform your IT help desk today : Book a call!