Case Study: Regional MSP Cuts Resolution Time by 40%

Industry: Managed Service Provider

Company Size: 15 technicians, 85 client companies

Region: Midwest United States

The Challenge

A mid-sized MSP was struggling with growing pains. Their ticket volume had doubled in two years, but their team hadn't grown proportionally. Technicians spent significant time on repetitive tasks:

• Account lockouts: 20+ calls per day for AD password resets and account unlocks
• First-contact research: Techs spent 5-10 minutes per ticket just identifying the customer, their assets, and relevant history
• Manual documentation: Every ticket required manual entry of customer info, asset details, and resolution steps

Average ticket resolution time had crept up to 47 minutes. Customer satisfaction scores were declining.

The Solution

The MSP deployed Valethon ServiceOS with three key components:

1. Connect at Every Client Site

They installed Connect collectors at all 85 client locations over 6 weeks. This enabled:

• Automatic asset discovery and inventory
• Remote command execution without VPN
• Real-time device status monitoring

2. Val AI for Helpdesk

They enabled Val AI on their customer helpdesk portal:

• Val answers common questions from the knowledge base
• Val creates tickets when human help is needed
• Val collects diagnostic info before escalating

3. Val AI for Technicians

Technicians got Val assistance in the admin interface:

• One-click AD account unlocks via Connect
• Instant customer and asset lookup
• Suggested KB articles based on ticket content

The Implementation

Week 1-2: Core platform setup, email-to-ticket configuration, knowledge base migration (200+ articles from their wiki)

Week 3-8: Connect deployment at client sites. They prioritized high-ticket-volume clients first.

Week 9-10: Val AI configuration, permission tiers, and technician training

Week 11-12: Monitoring, optimization, workflow automation

The Results

Ticket Resolution Time

Ticket Volume Impact

Customer Satisfaction

• CSAT score improved from 7.2 to 8.6 (out of 10)
• Net Promoter Score increased from +12 to +38

Key Wins

"The AD Unlock Button Changed Everything"

"Our techs were spending 15 minutes per lockout—VPN in, RDP to the DC, find the user, unlock, verify. Now it's literally one click. Connect handles it in seconds. That alone saved us 5+ hours per day across the team."

— Service Desk Manager

Val AI Deflects Routine Questions

"Val handles about 20% of our incoming requests without human involvement. Password reset instructions, VPN setup guides, 'is email down' questions—Val just answers them. Our techs focus on real problems."

— MSP Owner

Asset Context at Your Fingertips

"Before, a tech would get a ticket saying 'my computer is slow.' They'd spend 10 minutes figuring out who this person is, what computer they have, when we last touched it. Now Val pulls that context instantly. The tech sees the full picture before they even respond."

— Senior Technician

ROI Summary

Investment:

• Valethon Managed Ops tier: $899/month
• Implementation time: 12 weeks (staff time)

Annual Savings:

• Reduced resolution time = 2.5 FTE equivalent capacity gained
• At $55K/tech fully loaded = $137,500 capacity value
• Avoided 1 additional hire = $55,000 saved

Payback Period: Under 2 months

What's Next

The MSP is now expanding their use of Valethon:

• Workflow automation for recurring maintenance tasks
• Service Stack add-ons for backup and security monitoring
• CRM module to track sales pipeline alongside support

This case study reflects real results from a Valethon customer. Company name withheld at their request.

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