The Challenge: Managing IT at Scale

Before partnering with Console, our client's IT team was overwhelmed by routine support tickets. As the company rapidly expanded from a startup to an industry leader, their small IT department was struggling to keep pace with increasing demands. Team members were spending valuable time on password resets, software access requests, and basic troubleshooting instead of focusing on strategic initiatives.

"We were drowning in tickets," recalls the IT Director. "Our team was working overtime just to maintain basic service levels, and we knew we needed a smarter solution to scale our operations."

From Implementation to Integration

The client implemented Console's AI Command Center in just three weeks, connecting it to their existing IT systems including ServiceNow, Slack, and Microsoft 365. The onboarding process followed these key steps:

1. Initial system integration and data mapping

2. AI training with the company's specific IT knowledge base

3. Workflow customization for common request types

4. User acceptance testing with select team members

5. Company-wide rollout with dedicated training sessions

The implementation team was particularly impressed with how quickly Console adapted to their unique environment. "Console didn't just understand our systems—it understood our company culture and how we approach support," says the IT team lead.

Transformation Through Automation

Within the first quarter after implementation, the client experienced dramatic improvements across their IT operations. Automated resolution rates for common issues reached 78%, reducing the average ticket resolution time from 24 hours to just 37 minutes. This automation freed up approximately 35 hours per week for the IT team—time now dedicated to infrastructure improvements and security initiatives.

Employee satisfaction scores for IT support increased from 3.7 to 4.8 out of 5, with many team members specifically praising the 24/7 availability and consistent responses from the AI system.

For a company dedicated to improving efficiency within their own industry, finding a solution that brings the same efficiency to their internal operations was particularly meaningful. "Console embodies the same principles that drive our own product development: making complex processes simple and giving people back their time," notes the CIO. "It's not just a tool—it's transformed how we think about IT support."