Company Overview

Apex Technology is a forward-thinking managed service provider (MSP) that goes beyond traditional IT support by proactively transforming how businesses operate. With a strong commitment to client satisfaction, employee growth, and community impact, Apex leverages technology to drive meaningful change.

Their mission is simple: Use IT to empower clients, employees, and the community—not just fix problems.

Apex operates with a client-obsessed culture, emphasizing proactive solutions, clear communication, and reliability. They also prioritize employee development, fostering leadership through training and upholding professionalism in all aspects of their work.

The Challenge

Before implementing Thread, Apex faced several critical challenges:

• Unresponsive Clients: Healthcare professionals (doctors, nurses, etc.) were difficult to reach, leading to a growing backlog of unresolved tickets.

• Inefficient Communication: Heavy reliance on phone calls slowed response times and frustrated both technicians and end-users.

• Resistance to Change: Some team members were initially skeptical about AI-driven solutions, preferring traditional methods.

• Lack of Visibility: Clients often didn’t know the status of their tickets, leading to repeated follow-ups and dissatisfaction.

"We had a huge backlog of tickets we couldn’t close because we couldn’t get responses from users. Phone calls weren’t working—people just wouldn’t answer."

The Solution: Implementing Assistive AI

Apex implemented Thread’s AI-driven automation to streamline communication, reduce backlog, and improve client engagement. Key steps included:

• Seamless Teams Integration: Allowing clients to submit and track tickets directly via Microsoft Teams.

• Automated Triage & Prioritization: AI categorized and routed tickets instantly, eliminating manual sorting.

• AI-Powered Chat Support: Enabling real-time conversations within tickets, reducing phone dependency.

• Help Desk Button Integration: Apex paired Thread with a diagnostic tool that auto-collects system data, screenshots, and logs—dramatically reducing triage time.

"Since deploying Thread, we can chat with users directly in the ticket. No more endless phone tag—tickets are closing faster than ever."

Key Results & Benefits

1. Faster Ticket Resolution & Reduced Backlog

• 30-40 tickets per week now created via Thread, significantly reducing phone-based submissions.

• Backlog dropped from ~300 to ~200 tickets, with some days as low as 100—despite onboarding new clients without adding technicians.

2. Improved Client Satisfaction

• Clients embraced the convenience of chat over phone calls, leading to higher engagement and fewer complaints.

• Real-time updates eliminated the "What’s my ticket status?" questions, improving transparency.

3. Technician Efficiency & Buy-In

• Initially skeptical, technicians became strong advocates after seeing how Thread reduced repetitive tasks and improved workflows.

• "Two months after deployment, even the doubters were saying, ‘This is awesome—why didn’t we do this sooner?’"

4. Scalability Without Adding Staff

• Apex added new clients without hiring additional technicians, thanks to Thread’s automation.

• One senior engineer now manages an entire healthcare division with minimal need for additional support.

5. Future-Ready AI Enhancements

Apex is exploring:

• AI voice support for phone-based ticket creation (coming soon from Thread).

• Co-managed IT access, allowing clients’ internal teams to use Thread for their own ticketing.

• Expanded automation with tools like Help Desk Button for even faster diagnostics.

Why Thread?

Thread didn’t just automate Apex’s help desk—it transformed client relationships by making support faster, more transparent, and less frustrating.

"Thread solved our biggest pain point: getting responses from users. Now, we’re closing tickets instead of chasing people down."

Conclusion

Thread has fundamentally transformed how Apex Technology delivers support, turning a once-frustrating ticketing process into a seamless, efficient experience for both technicians and clients. By replacing outdated phone tag with AI-powered chat and automation, Apex eliminated backlog bottlenecks, improved response times, and scaled operations without adding headcount. Most importantly, Thread shifted client perceptions—proving that IT support doesn’t have to feel like a chore. For MSPs looking to modernize their service desk, reduce technician burnout, and keep clients engaged, Thread demonstrates that the right AI doesn’t replace human interaction—it makes those interactions faster, smarter, and more impactful. Apex’s success is a blueprint for any MSP ready to turn IT support from a necessity into a competitive advantage.