Mizo Helps Commandare Automate MSP Efficiency & Preserve Knowledge
Commandare Technologies is an MSP based in the outskirts of Montreal since 1995, specializing in technology support for SMBs.
Key Figures
- 29 years of experience in the IT sector
- 10+ specialized technicians
- Part of the team dedicated to ticket triage
Expertise
Commandare Technologies has built a solid reputation through its expertise in:
- IT infrastructure for SMBs
- Technology project management
- Multi-level technical support
- Backup and monitoring solutions
The Challenge: Optimizing Processes While Preserving Expertise
Identified Issues
Despite an experienced team and robust tools, Commandare faced two major challenges affecting operational efficiency:
1. Time-consuming Manual Management
- Repetitive triage: even with a dedicated person, the process remained largely manual
- Client identification: significant time spent identifying the client associated with each ticket
2. Preserving Organizational Knowledge
- Outdated knowledge bases: difficulty keeping technical information up-to-date
- Risk of lost expertise: knowledge dispersed among technicians without effective centralization
- Operational continuity: need to ensure retention of critical knowledge
Operational Impact
These challenges resulted in:
- Wasted time that could have been dedicated to high-value tasks
- Risk of losing knowledge accumulated over 29 years of experience
The Solution: Mizo, First MSP Implementation
Pioneering Adoption
In early 2025, Commandare Technologies took a significant step by becoming the first MSP to adopt Mizo, demonstrating its commitment to innovation and continuous process improvement.
Technological Integration
Mizo was seamlessly integrated into Commandare’s existing technology ecosystem.
Deployed Features
- Automated ticket triage (categorization, prioritization, duplicate tickets, renaming tickets, etc.)
- Knowledge base creation
- Technician support (resolution guides and linking with similar tickets)
Results Achieved: Measurable Operational Impact
Immediate Operational Gains
Successful Automation
- Near-total elimination of manual triage tasks
- Automatic client identification and ticket assignment (in progress)
Human Resource Optimization
- Freed up time for technicians
- Refocus on high-value tasks
- Improved job satisfaction by reducing repetitive work
Long-term Strategic Impact
Knowledge Preservation and Valorization
- Effective centralization of team knowledge
- Automated updating of knowledge bases
- Improved accessibility of critical information
Strategic Co-Thinking with Mizo, Adapting to Needs
Conclusion: A Strategic Partnership for the Future
The implementation of AI automation for MSPs at Commandare Technologies illustrates how an innovative solution can transform operations for an established MSP. Thanks to Mizo, Commandare has:
- Significantly optimized ticket management
- Secured and valorized expertise accumulated over nearly 30 years
- Freed up time for specialized technicians
- Strengthened its position as a trusted MSP in Montreal
Future Outlook
- New optimizations with the catchall solution in development
- Advanced utilization of centralized knowledge
Success Testimonial
As the first MSP to adopt Mizo, Commandare Technologies shows that it is possible to combine technological innovation with preservation of human expertise, creating a sustainable competitive advantage in a constantly evolving sector.