Scaling Client Support with AI: How Marco Reclaimed Time for What Counts

"At first, there was fear that AI would take jobs. But once the team saw that AI eliminated the mind-numbing, repetitive tasks, they became enthusiastic advocates, working with AI instead of against it."

Joseph Rao, VP of Technology Strategy | Marco

Marco is a leading managed services provider focused on delivering responsive, high-quality IT support to a growing client base. As their customer count expanded, the team needed a way to scale service delivery while maintaining the high standards their clients expected.

Rather than increasing headcount, Marco began exploring how automation and AI could streamline service desk operations and give technicians more time to focus on meaningful work.

Like many growing MSPs, Marco’s service desk was beginning to feel the pressure of scale.

Technicians were spending too much time triaging requests, gathering basic information, and handling repetitive support tasks. These manual steps slowed down resolution times and limited how many client issues the team could effectively handle.

Marco wanted to:

• Reduce time spent on manual ticket triage
• Improve response and resolution times
• Scale service delivery without hiring additional dispatchers
• Deliver a better, faster support experience for clients

Without a better system for handling incoming requests, growth would eventually require adding more operational overhead.

Marco implemented Thread’s AI-powered service desk to automate intake, triage, and prioritization of incoming support requests.

Instead of technicians manually reviewing each request, Thread captures the right information upfront and intelligently routes issues to the right technicians. This ensures every ticket enters the PSA with accurate context and prioritization.

By automating repetitive processes, Thread allowed Marco’s technicians to spend less time managing tickets and more time solving real client problems.

Today, Thread plays a central role in Marco’s service delivery workflow.

Incoming requests are automatically structured and prioritized, allowing technicians to quickly understand the issue and begin working on a resolution without additional back-and-forth.

The team also uses Thread to reduce manual triage work and ensure that every support request enters the system with the context needed to resolve it quickly.

“Now that AI handles repetitive tasks, we can scale our business without needing to hire additional dispatchers.”

With AI handling the operational overhead, Marco’s technicians can focus on higher-value technical work and strategic client support.

Marco Added 600+ Billable Hours Without Adding Staff

By eliminating repetitive service desk tasks and improving ticket accuracy, Marco dramatically increased technician efficiency.

The team was able to unlock more than 600 additional billable hours without increasing headcount—turning operational efficiency directly into revenue.

Faster prioritization and structured intake also helped the team reduce resolution times and improve overall response metrics.

With Thread handling the operational workload of the service desk, Marco can now scale their business while maintaining a consistent client experience.

Marco’s journey with AI-driven automation proves that AI doesn’t replace people—it empowers them. By eliminating repetitive tasks and improving ticket accuracy, Marco has created a more efficient, customer-centric IT service model.
For MSPs hesitant about AI adoption, Danielle offers this advice:

“Keep an open mind. Even if a feature doesn’t exist today, it could in a month. AI is evolving fast, and the opportunities for efficiency and service improvement are endless.”