We take our own medicine
Before we build agents for clients, we run them ourselves. Our service desk took in hundreds of tickets a week by email, portal, phone, and monitoring alerts, and one person triaged and routed most of them by hand. About 42% got reassigned at least once. We built four agents on one shared data layer: they triage each ticket, route it to the right tech, assist inside the ticket, and learn from every correction. It went live in about three weeks.
~12 min → real time
triage time
~2,500 hours
returned per year
No backfill
role covered without a new hire
01
The situation
02
What we did
03
The results
Practical resources
Use the playbooks we use to plan better technology
For Series A teams
IT Playbook for Startups
What to prioritize, what to defer, and how to build a foundation that holds through the next stage of growth.
For expanding footprints
IT Design/Build: Wired for Growth
Network standards, hardware, procurement, rollout sequencing, and operations across locations.
For project teams
New Location Cheat Sheet
Straight to the point mega page for everything you need to think about when opening a new location.