A leading tech company says MSPs and IT helpdesks struggling with workloads and remaining profitable during COVID, are increasingly turning to automation to save time and money.听听听
Lucas Meadowcroft, founder of Australian based听听which launched in听the UK and Europe in听February 2020 at the height of the pandemic, said enquiries have been flooding in as IT businesses look for innovative tools to cut costs and increase efficiency during a period where workloads are even higher than usual.听听
tribu听uses automation to help manage customer requests and handle tickets, in turn improving customer service so level 1 engineers can focus on higher level work.听听听
In what is believed to be a world first, it is the only program of its kind that integrates with the Autotask PSA (Datto) platform and Microsoft Teams.听听听
鈥淒uring COVID the workload has increased exponentially as IT engineers are no longer servicing shared office spaces, but rather people working from home with new office set ups including individual printers, scanners, and new computers.听听听听
鈥淢SPs and IT helpdesks need to be as efficient as possible to manage the influx of customer requests.鈥澨�听
Feedback has shown听tribu听saves听on average听at least an hour a day in time per engineer as it stands today.听
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Hilgert听Configuration听is an IT service provider in Germany,听and听has always looked听for tools that simplify communication听within the team听and with customers.听
Thomas Hilgert has found through听tribu听both the customer and the听technician听achieve听their听
At the completion of听customer discussions, a听formulated task is created by the team as a ticket, which听appears immediately in Microsoft Teams听and听includes听a mention of the responsible employee and a notification.听听听
Following this, the technician will always receive a notification when the customer answers in the chat, meaning nothing is missed.听听
By integrating with Autotask PSA and Microsoft Teams,听tribu听streamlines听the way in which Hilgert听Configurations opens tickets, records听time听and closes the tickets again.听
All chat histories听for every ticket听are saved,听whereas previously they would have been lost or needed to be created twice.听听
Thomas Hilgert听believes the company听with 11 employees听now saves at least 20 hours a month听through听tribu.听
He says team听performance听has听increased by听20%, because nothing has to be duplicated in communication,听and all conversations and actions are听automatically integrated into the Autotask PSA by Microsoft听Teams.听听听
Mr Meadowcroft says he and co-founders of听tribu, Amy Giles and Dean Cavanagh, are听continually working on building and adding features and functionality to the platform based on client听feedback.听听
鈥淥ur goal is to be a disruptive force in the industry听globally, and we are currently developing future additions including responses to customers on your behalf and proactive and reactive interactions.听听
鈥淏y the end of the year we expect to be able to use automation to communicate directly with clients to maintain great relationships.鈥澨�听听
鈥淏y mid-2021 we aim to have fully automated the top 11 level 1 support requests, including resetting passwords, fixing print and scan issues, virus removal, email problems, slow computers, and more,鈥� said Mr Meadowcroft.听
