A cloud-native ITSM platform automating ticket routing, escalation and contract management.
Overview
An IT services organisation was running hundreds of support tickets through spreadsheets and email — routing by memory, escalating by goodwill, and tracking SLAs by hand. Response times suffered, visibility was poor, and contract management lived in a different world from service delivery.
The challenge
An IT services organisation was managing hundreds of support tickets manually — routing, escalation and SLA tracking done through spreadsheets and email. Response times were slow, visibility was poor and contract management was disconnected from service delivery.
How we solved it
We built a cloud-native IT service management SaaS with intelligent ticket creation, AI-assisted routing, automated escalation workflows, SLA monitoring, contract management and a client portal. AI agents handle first-line triage and routing, significantly reducing manual coordination overhead.
Replaced the manual switchboard with intelligent ticket creation and AI-assisted triage that categorises, prioritises and routes automatically.
Automated escalation and SLA monitoring so breaches are prevented and reported in real time, not discovered after the fact.
Connected contract management to service delivery, so entitlements and SLAs are tied to the actual work rather than tracked separately.
Shipped it cloud-native with a client portal, then stayed on to tune the triage as ticket patterns evolved.
Results
“Tickets route themselves now and we can actually see SLA status in real time. The coordination overhead that used to eat our coordinators' day is just gone.”
— Service delivery manager, IT services firm
Technology
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