Company Overview

Integritek is a leading provider of managed services for small and medium-sized businesses across a wide range of industries. In practice, however, their goal is to be more than just a technology provider—they strive to be a trusted partner, providing their customers with exceptional service and helping their teams achieve lasting success. With a total of around 90 clients in Thread’s system and 3,500 endpoints under management, their mission is straightforward: to simplify technology

The MSP operates a 17-technician service desk, focusing on enhancing service efficiency and customer experience through AI-driven automation.

The Challenge

Before implementing Thread’s AI, Integritek faced several key challenges:

• Internal efficiency: Streamlining workflows and aligning processes across multiple offices.
• Customer experience: Making IT service more seamless by reducing friction in ticket submission and support interactions.
• Service perception: Clients often viewed IT services as a necessity rather than an enabler of business success. Integritek aimed to shift that mindset.
• Inconsistent prioritization and categorization: Manual ticket handling led to inefficiencies and inconsistent classification.
• Ineffective answering service: The previous system, a poorly performing answering service in LA, was being phased out in favor of an AI-driven solution.

“Your IT service provider can wind up being like the dentist. People call you when they’re having a bad day. Nobody wants to schedule the meeting. They understand the necessity, but we wanted to move beyond that mindset and make the experience better.”

The Solution: Implementing Assistive AI

To address these pain points, Integritek integrated Thread’s AI-powered automation into their service desk. The implementation process was fast and effective, delivering value within 24 hours.

Key Implementation Steps:

• Quick ConnectWise integration: Completed overnight, enabling full AI functionality the next morning.
• Auto-prioritization & categorization: Eliminated manual triage, improving response efficiency.
• AI-powered ticket recaps: Streamlined technician handoffs, reducing redundant work.
• Thread’s Inbox integration: Shifted from rigid ticket processing to a more fluid, conversation-driven workflow.

“Even though we’re not moving the needle on SLA by having Assistive AI involved, it feels like we are. Clients perceive that they’re being helped faster, and perception is a huge part of service quality.”

Key Benefits of AI & Automation

More Human-Centered Service
"Implementing robots actually makes things more human—it eliminates the friction and makes interactions feel natural.”

Reduced Technician Workload
“I don’t want my team wasting time on administrative overhead. Every cycle we free up in their brains lets them focus on the actual issues at hand.”

Better Client Engagement
“We’ve all encountered bad AI in phone trees. But when it’s done well, it’s magic. It feels seamless. That’s what we’re going for.”

Seamless Ticket Handoffs & Prioritization
“Having AI triage every ticket is like having an extra person constantly sorting and prioritizing. We don’t have a dedicated triage person, so AI fills that gap instantly.”

Scalable & Fast Implementation
“I expected more setup, but it was shockingly straightforward. We saw value the very next day.”

Future AI & Automation Plans

Integritek is continuing to refine and expand their AI-driven solutions:

• Client communication: Rolling out Teams integration for AI-powered messaging, reducing email reliance.
• AI voice assistant for phone support: Eliminating voicemail for helpdesk calls to ensure faster resolutions.
• AI-generated ticket closure emails: Providing personalized summaries to clients, enhancing service transparency.
• Automating workflows: Planning future integrations with automation platforms for advanced ticket handling.

Winning New Business with AI

While not yet a core sales strategy, Thread’s AI capabilities are positioned as a major differentiator in competitive MSP offerings. Once the Teams integration is fully deployed, AI-powered customer support will be leveraged as a key selling point.

“MSPs need to move beyond just being ‘necessary’—we should be enablers of business success. AI helps us get there faster.”

Conclusion

For MSPs looking to enhance efficiency, improve customer perception, and eliminate service friction, AI-powered automation offers an immediate and scalable solution. With its rapid implementation and ongoing value, AI transforms service interactions from transactional to proactive, making IT support more human-centered than ever before.